Manager – Collection & Retention

Role

Retention Manager

Job Level/Designation

M1

Function/Department

CS

Job Purpose

This position is responsible for managing Postpaid retention, Responsible for driving retention from agencies and Retail team(Consumer  + IOIP).Complete focus on reducing customer churn and revenue churn

Key Result Areas/Accountabilities

Ensure to meet allocated corporate churn targets for Postpaid, Revenue Churn at permissible level lower than Sub churn

High Value base management, ensure optimal retention

Proactive approach to reduce churn understanding the AON/ARPU of customers

Manage outbound call centre, ACHT of agents, connect/attempt intensity

Appropriate management of dialler setup  

Process changes/corrections to improve contact/success and overall retention %

Identify customer needs, resolve issues and provide solutions

Ensure all the commitments are actioned within TAT

Timely training to the agents on new process/product/tools/Customer handling

Partner/Vendor Management

• Drive performance
• Motivate team to achieve higher targets
• Influence people and work in a matrix structure
• Improve customer retention by driving higher efficiency and productivity

Keep a close eye on customer insighting, Market and competition watch

Ensure end to end correctness of process roll outs with Corp guidelines on new process and circle initiatives

Core Competencies

Process/System knowledge

Experience in customer life cycle management

Call centre experience

Exposure to customer retention role

Good interpersonal skills

Partner/Vendor Management

Self Starter and can drive performance

Knowledge on MS office