Lead Midrand - Midrand
Express Employment Professionals SA - Midrand
Our client a telecommunications specialist, is looking to recruit a Retentions and Collections Lead to join their team in Midrand. The successful candidate will build and manage the newly established Retentions department, setting up processes and managing a growing team of client Collections Consultants. Develop and implement strategies to retain existing customers. Analyze the company's churn profile, segmented into areas. Collaborate with marketing and Inside Sales Department to enhance customer satisfaction and brand loyalty. Oversee the collections process to ensure reconnection fees are paid promptly. Monitor overdue accounts and implement effective collection or reconnection strategies. Lead and manage the existing team and expand according to the strategic direction of the company. Provide training and guidance to team members on effective customer retention and collections techniques and strategies. Set performance targets and monitor team performance regularly. Communicate with customers to understand their financial situation and negotiate suitable action. Address customer concerns and inquiries related to vouchers and other payment methods. Provide data analytics to assess customer behavior and payment patterns. Identify trends that may impact the collections process and adjust strategies accordingly. Generates reports to track key performance indicators and present findings to management. Continuously evaluate and enhance existing retention and collections processes. Work with the Operations teams to implement process improvements and streamline workflows Stay up-to-date with changes in legislation that may impact the processes of the department. Prepare regular reports for management detailing the performance of the retention and collections team. Highlight areas for improvement and provide recommendations. Provide ongoing training to ensure the team has the necessary skills and knowledge to excel in their roles. Matric, relevant tertiary qualification added advantage. 3-5 years of experience in a Retentions Collections environment. 2 years in a leadership role. Strong understanding of our customer base and the markets we operate in. Excellent communication and interpersonal skills Ability to work with data analysis and reporting tools. Strong project management and organizational skills Deep understanding of Churn and Churn improvement strategies. Strong excel skill.
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