Team Lead – Persistency

About the role

We are looking for a proactive Team Lead to drive renewal premium collection and improve persistency across our call centre operations. The role focuses on managing outbound and inbound campaigns, coaching agents and ensuring service‑level compliance.

Key responsibilities

• Monitor daily, weekly and monthly renewal performance against targets and execute interventions for high‑risk lapse customers.
• Increase renewal conversion rates through effective customer engagement, objection handling and follow‑up of cancellation, portability and non‑renewal requests.
• Track productivity metrics such as calls per FTE, talk time, conversion rates and follow‑up effectiveness; conduct daily performance reviews and coaching sessions.
• Ensure adherence to SLA, call handling standards, queue management, call distribution and workload balancing while maintaining a high level of customer experience.
• Identify skill gaps, deliver training, and foster employee engagement, motivation and retention within the team.

Required profile

• Proven experience leading a call‑center or customer‑service team, preferably in renewal or persistency functions.
• Strong analytical mindset with ability to interpret performance data and implement corrective actions.
• Excellent communication and coaching skills to develop agents and drive team productivity.
• Result‑oriented attitude with a focus on meeting targets and improving retention rates.

Required skills

• None explicitly listed.