Call Centre Retentions Manager | Bedfordview
Join this leading Short Term Insurance firm as a Retentions Manager. The successful candidate must have exposure to managing a call centre within the insurance sector.
Setting out targets and assigning clients to the team at the beginning of the day.
Training of new team members.
Daily and monthly statistics.
Providing monthly KPI feedback and providing the necessary training, guidance and
motivation to all staff and underperformers where necessary.
Responsibilities and duties
Set out targets for each employee and allocate them to their clients on a daily basis.
Send monthly statistics to Manager at the end of each month (Monthly cancellations, net fall
off, lapse ratios, etc.)
Speak to clients regarding issues that are brought to the Ombudsman’s office.
Performing audits of sales calls when needed.
Acting as the link between HR, other departments, and Retentions.
Training of new consultants joining the team as well as refresher and requested training on
products, scripts, and systems as and when needed.
Training bottom performers when the need arises.
Carrying out the monthly performance management (KPI) process to rate each employee’s
performance and providing feedback to employees of their strengths and development
areas on a monthly basis.
Assisting with and resolving all QA issues.
Guiding and assisting team members with live Retentions calls.
Responsible for daily stats sent out at 11am, 3pm and 5pm and close off reports.
Present at production conference to Management and present in Managers Conference
Assist with interviews for new hires upon request.
Respond timeously to all mails directed to you, and if unable to assist you are responsible to
ensure it is escalated to management in due time.
Responsible for planning work rosters and being staffed correctly for all Retentions shifts,
keeping in mind the needs due to product and language specifications.
Responsible for tracking and liaising with HR regarding employees’ basic salaries, bonuses
Accountable for staff absenteeism and general adherence to the company’s Code of
Responsible for tracking and liaising with HR regarding the issuing of warnings.
Daily motivation and general inspirational meetings with team to ensure morale is always in
line with the company culture.
Providing constant guidance to staff, especially underperformers, to increase morale.
Compulsory attendance to all Company related events.
Monthly ILD bookings and distribution to team.
Flexibility and Adaptability: Adapts to change, handles pressures and adjusts plans to meet
Communication Skills: written and verbal: the capacity to clearly present information.
Managing Self and Others: Capacity to plan, organise and control both own and others’
working environment by setting appropriate priorities and achieving set objectives within a
given time frame.
Taking Action: Capable of recognising the need for action, considering possible risks and
taking responsibility for results.
Decision Making: Capable for making decisions timeously and taking responsibility for the
Performance Driven: Ability to be motivated to take action, seize opportunities and pursue
Multitasking Ability: Judge different work activities and shift attention from one task to
another. Ideally, one needs to be able to meet the demands of several different
tasks/stakeholders without dropping the ball