Team Leader Retentions
Job Description
- Drive a high performing team culture
- Ensure adherence of the team to daily, weekly, and monthly SLA targets
- Ensure that fraud and exposure to risk is kept to the minimum through ongoing monitoring of such activity in the team
- Conduct ongoing training and coaching
- Compile daily/weekly/monthly agent performance reports
- Track and report on team stats both daily, weekly & monthly
- Ensure timely resolution of all Retention queries and escalations
- Service variations and non-conformance monitoring through continuous interaction with agents.
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