Contact Center Retentions Team Leader

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa. We are a fast-growing company with a great culture which encapsulates our values - Accountability, Kindness, Integrity, Teamwork and Hard work.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colorful, fun, collaborative and kind. We have come a long way and have amazing stories to tell!  

What we offer

• Health Insurance, Medical aid
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Employee Share Ownership Plan (ESOP) for qualifying staff
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events including transportation
• Sports club 
• Staff loans (interest free)

An experienced Retentions Team Leader that will be responsible for leading, coaching, and developing a team of Retention Consultants focused on reducing customer churn, improving customer loyalty, and maximizing retained revenue.

About the role

The role is accountable for achieving retention targets, improving save rates, identifying churn drivers, and ensuring customers receive exceptional service throughout the retention journey.

What you will be doing

Team Leadership & Management:

• Lead and manage a team of Retention Consultants.
• Conduct daily team huddles and performance reviews.
• Monitor attendance, adherence and productivity.
• Drive employee engagement and team morale.
• Manage performance improvement plans where required.
• Conduct monthly one-on-one sessions with team members.
• Support recruitment, onboarding and training activities.

Retention & Churn Management:

• Drive the achievement of retention and save-rate targets.
• Manage customer cancellation and decommission requests.
• Identify opportunities to retain at-risk customers.
• Ensure retention offers are applied consistently and effectively.
• Review churn cases and implement corrective actions.
• Drive win-back initiatives for previously churned customers.
• Reduce avoidable churn across the customer base.

Performance Management:

• Monitor daily, weekly, and monthly retention performance.
• Conduct quality assurance reviews on customer interactions.
• Provide coaching and feedback based on performance trends.
• Develop action plans for underperforming consultants.
• Recognize and reward strong performance.

Reporting & Analytics:

• Analyse churn trends and customer feedback.
• Identify root causes contributing to customer cancellations.
• Produce weekly and monthly performance reports.
• Present recommendations to improve retention outcomes.
• Monitor retention campaign effectiveness.

Stakeholder Management:

• Work closely with Customer Service, Billing, Technical Support, Network Operations, and Sales and CS teams.
• Escalate systemic customer issues impacting retention.
• Collaborate with management on retention initiatives and campaigns.
• Support business projects aimed at improving customer experience.

Education:

• Grade 12 (Matric)
• Relevant leadership, management, or customer service qualification
• advantageous.

Experience:

• Minimum 3 years’ experience as a Sales or Retention Team Leader within a Contact Centre environment.
• Minimum 3 years’ experience in Customer Service, Sales, Retentions, Collections, or Account Management.
• Proven experience managing performance-driven teams.
• Experience working with CRM, ticketing, and reporting systems.

Skills & Competencies:

Leadership Skills:

• Coaching and mentoring
• Team development
• Performance management
• Conflict resolution
• Decision-making

Customer Management Skills:

• Negotiation
• Objection handling
• Customer retention strategies
• Complaint resolution
• Relationship management

Analytical Skills:

• Data analysis
• Reporting
• Root cause analysis
• Trend identification