Retentions Team Leader (Fibre) - July 2026

Job Purpose

The Retentions Team Leader is responsible for leading, coaching, and motivating a team of Retentions Consultants to reduce customer churn and retain subscribers using CORE and REACH fibre products. The role focuses on improving customer loyalty, maximizing customer lifetime value, delivering exceptional customer experiences, and achieving retention and revenue targets.

The Team Leader will monitor team performance, provide ongoing coaching, identify retention opportunities, and ensure compliance with company policies and service standards.

Key Responsibilities

Team Management & Leadership

• Lead, motivate, and manage a team of Retentions Consultants.
• Conduct daily team huddles, coaching sessions, and performance reviews.
• Monitor attendance, productivity, adherence, and overall team performance.
• Foster a high-performance culture focused on customer retention and service excellence.
• Manage employee engagement and address performance concerns promptly.
• Support recruitment, onboarding, and training of new team members.

Customer Retention & Revenue Management

• Drive customer retention strategies to reduce churn across CORE and REACH fibre products.
• Ensure consultants effectively handle cancellation requests and customer objections.
• Identify opportunities for product upgrades, contract renewals, and value-added services.
• Analyze churn trends and implement corrective action plans.
• Support customers with suitable retention offers aligned with company policies.

Performance Management

• Monitor and achieve key retention KPIs.
• Track team conversion rates, save rates, cancellations, and customer satisfaction metrics.
• Conduct regular call evaluations and quality assessments.
• Develop performance improvement plans where required.
• Prepare and present performance reports to management.

Customer Experience

• Ensure exceptional customer interactions and resolutions.
• Handle escalated customer complaints and retention cases.
• Promote first-call resolution and customer satisfaction.
• Ensure consultants maintain professional communication standards.

Operational Excellence

• Ensure compliance with company processes, policies, and regulatory requirements.
• Maintain workforce planning and schedule adherence.
• Collaborate with Quality Assurance, Training, Sales, and Technical Support teams.
• Identify process improvement opportunities that enhance retention outcomes.

Reporting & Analytics

• Generate daily, weekly, and monthly retention reports.
• Analyze customer cancellation reasons and provide recommendations.
• Monitor market trends and competitor offerings impacting customer retention.
• Present actionable insights to management.

Key Performance Indicators (KPIs)

The Retentions Team Leader will be measured on:

• Customer Retention Rate
• Churn Reduction
• Save Rate / Cancellation Prevention Rate
• Team Productivity
• Quality Assurance Scores
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS) (where applicable)
• Revenue Retained
• Attendance and Adherence
• First Call Resolution
• Employee Engagement Scores

Minimum Requirements

Education

• Grade 12 / Matric.
• Relevant qualification in Business Management, Sales, Customer Service, or Contact Centre Management will be advantageous.

Experience

• Minimum 3-5 years' experience within a Contact Centre environment.
• Minimum 2 years' experience in a Team Leader or Supervisory role.
• Proven customer retention experience.
• Experience in telecommunications, internet services, fibre, or ISP environments preferred.
• Experience managing performance and coaching teams.

Required Skills & Competencies

Leadership Skills

• Strong people management and coaching abilities.
• Ability to motivate and inspire high-performing teams.
• Conflict resolution and problem-solving skills.

Customer Service Skills

• Exceptional customer relationship management.
• Strong negotiation and objection-handling capabilities.
• Ability to manage escalated customer interactions.

Analytical Skills

• Ability to interpret performance data and identify trends.
• Strong reporting and analytical capabilities.
• KPI-driven decision making.

Communication Skills

• Excellent verbal and written communication.
• Strong presentation and stakeholder management skills.
• Effective coaching and feedback delivery.

Technical Skills

• Experience working with CRM systems.
• Knowledge of call centre technologies and reporting tools.
• Intermediate to advanced Microsoft Excel and Office Suite skills.
• Understanding of fibre products, connectivity services, and subscriber lifecycle management.

**Thank you for your interest in this opportunity. We really appreciate the time you’ve taken to apply. If you do not hear from us within two (2) weeks of the advert date, please consider your application unsuccessful. We genuinely value every application and thank you for considering a future with us.