As a Retention Team Lead, you will be responsible for providing direction, guidance, and instruction to the retention team under your remit to help them achieve seller retention and auction revenue targets. You will have to understand your team members' strengths, address their weaknesses, and provide appropriate motivation. You will be responsible for creating business and people plans that reduce seller churn and help the company achieve its retention objectives.
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Responsibilities
- Develop operational plans to lead the retention team to achieve monthly retention targets.
- Monitor seller churn trends and retention performance across the team, identifying root causes and recommending corrective action.
- Communicate effectively with both upper management and team members to meet the company's goals.
- Provide coaching and training on retention techniques, objection handling, and our value proposition, including regular one-to-one meetings with team members to track individual targets.
- Apply the company’s policies related to the employees' KPIs.
- Help in evaluating the team members.
- Organise the workflow, lead/call allocation, and work schedules across the retention team.
- Handle employees' complaints and inquiries.
- Provide a professional environment for the team members.
Requirements
- University Graduate.
- 2-3 years of experience within call centre / Sales environment, ideally including retention, collections or sales.
- 1-2 years of team management experience, ideally leading a retention, collections, or sales team.
- Basic knowledge of computers.
- Understanding of call center operations, workflows, and performance metrics.
- Understanding of seller/customer retention strategies, churn drivers, and quality assurance processes.
- Awareness of conflict resolution and handling customer complaints effectively.
- Familiarity with CRM and reporting tools used to track retention performance and auction revenue.
- Excellent written and verbal communication skills in Arabic and English.
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Excellent leadership and communication skills, with the ability to manage multiple sub-teams simultaneously.
- Ability to manage and lead the retention team assigned, including cross-team coordination where multiple sub-teams are involved.
- Comfortable working with retention/performance dashboards and translating data into action plans.
- Strong customer service attitude, work ethic, and a drive for success.
- Creative thinking.
- Have a passion for developing teams.
- Flexible with working hours.
- Available 6 days a week.
- Hard working, willing to go above and beyond to deliver.
- Energetic and motivated individual.
Benefits
- A fast-paced, high-performing team.
- Multicultural environment with over 60 different nationalities.
- Competitive Tax-free Salary.
- Comprehensive Health Insurance.
- Annual Air Ticket Allowance.
- Employee discounts at multiple vendors across the Emirates.
- Rewards & Recognitions.
- Learning & Development opportunities.
