Retentions Team Lead

Duties & Responsibilities

Job Overview

• Setting out targets and assigning clients to 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 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 te...