Associate Team Leader

Responsibilities

• Manage and lead a team of 15+ retention executives
• Monitor daily attendance, performance, and productivity
• Conduct daily huddles and weekly performance reviews
• Provide call feedback and coaching to improve quality
• Train new hires on processes, CRM, and objection handling
• Drive achievement of monthly recharge and renewal targets
• Track expired and upcoming customers for proactive follow-ups
• Reduce churn and improve customer retention rates
• Implement strategies to enhance conversion ratios
• Ensure accurate CRM/dialer updates and proper ticket logging
• Maintain daily, weekly, and monthly performance reports
• Coordinate with technical/support teams for issue resolution
• Escalate critical customer concerns to management when required

Qualifications

• Graduate in any discipline
• 6+ years of experience in customer retention, telesales, or sales
• Minimum 3+ years of experience in team handling role