Retention Team Lead

A company is looking for a Team Lead, Retention.

Key Responsibilities

Lead and develop a team of approximately 12 Retention Specialists through coaching and performance management

Monitor team performance and drive continuous improvement initiatives to enhance customer retention metrics

Collaborate with cross-functional teams to ensure compliance and improve retention strategies

Required Qualifications

Minimum 3 years of call center leadership experience in Customer Retention or Loyalty

Proven success in achieving retention KPIs such as Save Rate and Invoice Retained %

Strong knowledge of Salesforce, Five9, IEX, and other relevant platforms

Experience in performance management and employee engagement

Availability to work flexible shifts, including rotating Saturdays as needed