Retention Team Lead

We are a rapidly developing IT company. A team of ambitious people for whom professionalism and goal achievement come first.

We are a close-knit team of interesting and versatile individuals who are ready to help and share their experience to achieve common goals. We never stop at what has been achieved, we constantly strive for new heights and become better every day.

We are looking for a Retention Team Lead to join our growing team in Saint Petersburg. This is a new position created to support our business development and a key role for our expansion in the MENA region. You'll be responsible for leading our retention efforts, ensuring customer satisfaction and loyalty, and driving business growth.

Responsibilities:

• Set goals and manage team performance: Assign tasks and monitor daily, weekly, and monthly performance targets for your team.

• Quality control and script improvement: Monitor call quality, work with customer objections, and improve call scripts to increase efficiency.

• Churn analysis: Analyze the reasons for customer churn and develop strategies to improve retention rates.

• Reporting: Prepare and present daily, weekly, and monthly reports on team performance and results.

Requirements:

• Experience: At least 1-2 years of experience in a call center or telemarketing sales.

• Skills: Strong knowledge of customer retention techniques and objection handling. You should be proficient with CRM systems and call management software.

• Leadership: Experience in team management, including coaching, monitoring, and motivating team members.

• Analytical thinking: The ability to analyze churn data and propose effective solutions.

• Communication: Excellent communication skills, strong leadership qualities, and a results-oriented approach.

• Languages: Fluency in English, Arabic, or Turkish is highly desirable.

Benefits and Perks:

• A standard 5/2 work schedule with an 8-hour workday.

• Official employment with a full social package.

• Opportunities for professional and career growth through corporate training and development programs.

• Join a friendly and professional team dedicated to mutual success.