Customer Retentions Team Leader

The Consumer Retentions Team Leader is responsible for leading and motivating the Retentions team to safeguard customer loyalty, minimise service cancellations, and drive win-back opportunities within the Consumer environment. This role balances people leadership with strategic oversight, ensuring the team delivers service excellence, meets retention targets, and continuously improves performance. 
The Team Leader manages day-to-day operations, oversees escalations, and ensures adherence to quality, compliance, and SLA standards across all communication platforms. Acting as the first line of leadership support, this role is accountable for coaching, performance management, and skills development of Retentions Agents/Consultants/Specialists. The Team Leader also plays a critical role in analysing retention trends, driving campaign execution, collaborating cross-functionally, and contributing to strategic initiatives that enhance customer experience and reduce churn.

Leadership and People Management

• Lead, coach, and inspire the Retentions team to achieve individual and collective retention, quality, and service targets.
  


• Conduct regular 1:1s, performance reviews, and feedback sessions with team members.
  


• Manage adherence to schedules, SLAs, and productivity expectations across all channels.
  


• Identify training needs and implement development plans to upskill the team in negotiation, objection handling, and customer empathy.
  


• Foster a culture of accountability, collaboration, and continuous improvement.
  

Operational Oversight

• Oversee daily team operations, ensuring efficient handling of cancellations, escalations, and win-back opportunities.
  


• Manage high-risk and high-value cases that require leadership intervention or cross-functional escalation.
  


• Ensure all customer interactions are accurately documented and meet compliance, quality, and governance standards.
  


• Monitor workload distribution and reallocate resources where necessary to maintain service levels.
  


• Report on daily, weekly, and monthly performance, identifying areas of concern and recommending corrective action.
  

• Analyse cancellation trends, root causes, and customer feedback to propose actionable retention strategies.
  


• Oversee and drive retention-related campaigns, ensuring objectives are met and learnings are applied to future initiatives.
  


• Collaborate with billing, provisioning, and technical departments to resolve systemic issues affecting customer retention.
  


• Provide insights and recommendations to management on process, policy, and system improvements.
  


• Represent the Retentions function in interdepartmental meetings, projects, and strategy discussions.
  

• Conduct regular quality audits of team interactions, ensuring accuracy, compliance, and service excellence.
  


• Implement corrective measures where gaps are identified, supporting continuous improvement.
  


• Uphold regulatory, contractual, and internal compliance standards across all team activities.
  

Requirements

• A completed grade 12 or equivalent


• Proven leadership experience in a customer-facing, retention, or contact centre environment, preferably within the ISP/telecoms industry.
  


• Strong people management skills with experience in coaching, performance management, and team development.
  


• Advanced negotiation and conflict resolution skills, with a track record of managing escalations and high-value cases.
  


• Exceptional communication skills (verbal and written), with the ability to influence at all levels.
  


• Strong analytical ability to interpret data, identify trends, and develop action plans to improve retention outcomes.
  


• Demonstrated ability to manage operations under pressure while maintaining accuracy and quality.
  


• Proficiency in CRM, ticketing, and reporting tools, with the ability to analyse and present team performance metrics.
  


• In-depth knowledge of FTTH and ISP products, customer behaviours, and competitive market offerings.
  


• High emotional intelligence, empathy, and customer-centric mindset.
  


• Ability to represent departmental needs and influence cross-functional decision-making.
  


• Proven track record of meeting or exceeding retention and leadership KPIs.
  

Benefits

• Medical Aid (Discovery)
  


• Reduced Gap Cover Rates (Turnberry Premier)
  


• Retirement Annuity Contribution (Allan Gray)
  


• Medical Insurance (Momentum - Health4Me)
  


• Discounted Internet Connectivity
  


• Free Employee Wellness Programme (Lyra)
  


• Team Buildings
  


• Exposure to latest industry technologies and standards
  


• Lastly, a work environment that rivals the very best!