Walk-in || Retention Team Lead

Role & responsibilities

• Drive quality reconnections and support cross-functional teams when required.
  
• Increase pull and push leads while improving reconnection efficiency and closing open GART tickets.
  
• Collect package amounts and old dues from reconnected customers.
  
• Monitor daily productivity and counsel bottom-performing agents.
  
• Conduct call audits and score agents based on defined quality parameters.
  
• Equip agents with effective pitches to improve first-time (FT) conversions.
  
• Ensure proper roster planning and adherence.
  
• Engage and motivate the team while resolving conflicts promptly.

Preferred candidate profile

• Strong leadership and coaching abilities.
  
• Experience in customer winback, retention, or sales operations.
  
• Analytical mindset to track and enhance performance.
  

Excellent communication and problem-solving skills.