Team Lead – Persistency (Call Center)

About the role

The Team Lead – Persistency will drive renewal premium collection and improve customer retention for a high‑volume call centre. Reporting to senior management, you will lead a team of agents to meet persistency targets while ensuring operational excellence.

Key responsibilities

• Achieve renewal and persistency goals through outbound and inbound calling campaigns, monitoring performance and intervening with high‑risk customers.
• Increase renewal conversion rates by engaging customers, handling objections, and managing cancellation, portability and non‑renewal requests.
• Monitor productivity metrics (calls per FTE, talk time, conversion rates) and conduct daily performance reviews and coaching.
• Ensure adherence to service level agreements, call handling standards, queue management and workload balancing.
• Coach and develop team members through feedback, call calibrations, training and engagement initiatives.

Required profile

• Proven experience leading a call‑centre or customer‑service team.
• Strong analytical skills to track performance against targets.
• Excellent communication and objection‑handling abilities.
• Demonstrated capability to coach, motivate and retain staff.

Required skills