Retention & Sales Team Lead

About the Company

Role Overview

Responsibilities

• Develop operational plans to achieve monthly retention targets.
• Monitor seller churn trends and retention performance and recommend corrective action.
• Communicate with upper management and team members to meet company goals.
• Coach and train employees on retention techniques, objection handling, and the value proposition.
• Conduct regular one-to-one meetings to track individual targets.
• Apply employee KPI policies and help evaluate team members.
• Organize workflow, lead and call allocation, and work schedules.
• Handle employee complaints and inquiries and maintain a professional team environment.

Requirements

• University graduate.
• 2-3 years of experience in a call-centre or sales environment, ideally including retention, collections, or sales.
• 1-2 years of team management experience, ideally leading a retention, collections, or sales team.
• Basic computer knowledge and understanding of call-centre operations, workflows, and performance metrics.
• Understanding of retention strategies, churn drivers, quality assurance, conflict resolution, and complaint handling.
• Familiarity with CRM and reporting tools for retention performance and auction revenue.
• Excellent written and verbal communication skills in Arabic and English.
• Strong coaching, leadership, people-development, customer service, and team coordination skills.
• Ability to use performance dashboards to create action plans.
• Flexible working hours and availability six days per week.

Benefits

• The employer offers health insurance, an annual air ticket allowance, employee discounts, rewards and recognition, and learning and development opportunities.