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Full-time
Territory Retention Manager Job at d.light
d.light
Job Description
The Territory Retention Manager is responsible for ensuring the delivery of retention objectives by planning and managing all territory customer retention activities. The role focuses on enhancing customer experience and collections through strategic resource optimization and team coaching.
Duties, Roles and Responsibilities
- Ensure recruitment & productivity of collection officers
- Drive collections and repossessions (where applicable) in accordance with the set guidelines
- In partnership with retention teams, come up with standard FAQ’s and approach to campaigns to be achieved
- Plan and optimize resources needed to meet company defined service standard
- Conduct Real-time monitoring on a continuous basis and coaching of COs
- Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and retention campaign targets
- Communicate, monitor and maintain performance standards
- Identify areas for development to ensure continuous improvement
- Ensure resolution of escalated customer queries and complaints as per defined escalation protocol
- Identify opportunities to improve product and service offerings based on the voice of the customer
- Contribute and identify areas for improvement and enforcement of processes and procedures;
- Identify, accumulate and analyze statistics that reflect on team’s performance
- Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
- Provide regular defined reports and initiatives to improve performance
- Develop and maintain motivation plans to enhance productivity of teams and morale
- Attend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needs
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
ev. Dr. John W Mulinde is the Founder and Global Overseer of World Trumpet Mission, World Trumpet Mission, an international ministry that promotes transforming revival globally, has been a part of the work of transformation that God has brought about in the nation of Uganda and in nations all over the world. John has been called by the Lord to “Blow the Trumpet” in the nations, calling the church to repentance and preparing the Body of Christ for the day of the Lord’s return. He has been traveling the past few decades, sharing this message throughout the world. John and his wife Sheila have nine children and live in Kampala, Uganda.
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