Retention Supervisor

Job description

Retention Supervisor Department: Retention: Employment Type: Full Time: Location: Dublin 18: Description: We are looking for a driven Retention Team Supervisor to lead a high-performing retention team. This role is critical to protecting revenue, reducing customer churn, and maximising customer lifetime value through effective leadership, coaching, and customer service excellence. You will be responsible for day-to-day team performance, ensuring advisors deliver confident, compliant, and value-led retention conversations while consistently achieving save targets. Key Responsibilities: - Performance manages to ensure a high level of success - Organize and coordinate agents’ schedules. - Mentor and coach your team through workshops and individual sessions - Track weekly, monthly, and quarterly performance and performance metrics. - Compiling weekly, monthly, and quarterly performance reports on agents. - Conducting agents reviews and assisting senior management during the review period. - Reporting team performance to Retention Manager on a daily/weekly basis. - Creating and implementing development plans for new and existing agents. - Handling escalated customer complaints. - Attend...