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Key Responsibilities:

Team Management:

1. Handle and manage a team of 15+ retention executives.

Monitor daily performance, attendance, and productivity.
Conduct daily huddles and weekly performance reviews.
Provide call feedback and coaching for quality improvement.
Train new joiners on process, CRM, and objection handling.

Retention & Revenue:

Ensure achievement of monthly recharge/renewal targets.
Track expired and upcoming expiry customers for proactive follow-up.
Reduce churn rate and improve customer retention percentage.
Plan strategies to improve conversion ratio.

Operations & Reporting:

Monitor CRM/Dialer updates and ensure proper ticket logging.
Maintain daily, weekly, and monthly performance reports.
Coordinate with Technical/Support team for issue resolution.
Escalate major customer concerns to management when required.

Associate Team Leader