01Overview
About the roleThe Team Lead Persistency will drive renewal premium collection and improve customer retention for a highvolume call centre. Reporting to senior management, you will lead a team of agents to meet persistency targets while ensuring operational excellence.Key responsibilitiesAchieve renewal and persistency goals through outbound and inbound calling campaigns, monitoring performance and intervening with highrisk customers.Increase renewal conversion rates by engaging customers, handling objections, and managing cancellation, portability and nonrenewal requests.Monitor productivity metrics (calls per FTE, talk time, conversion rates) and conduct daily performance reviews and coaching.Ensure adherence to service level agreements, call handling standards, queue management and workload balancing.Coach and develop team members through feedback, call calibrations, training and engagement initiatives.Required profileProven experience leading a callcentre or customerservice team.Strong analytical skills to track performance against targets.Excellent communication and objectionhandling abilities.Demonstrated capability to coach, motivate and retain staff.Required skills .
