Team Leader - Collection & Retention

Job Description

Job Title: Team Leader – CCNR (Collection, Churn & Retention)

About Atria Convergence Technologies Ltd :

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired provider of home entertainment, education, and interactive services in India. Based in Bangalore, ACT serves multiple cities across Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh, and Gujarat. ACT is one of India’s leading cable and broadband providers, delivering high-speed fiber broadband, Digital TV, and HDTV services to over 3 million homes. With Fiber-To-The-Home (FTTH) technology capable of speeds up to 1 Gbps, ACT is among the largest non-telco ISPs in the country.

Purpose of the RoleLead and manage the CCNR team to improve customer experience, reduce churn, drive reconnections, and enhance retention through effective team management, performance monitoring, and operational efficiency.

Key Responsibilities

1. Customer Retention & Churn Management

·      Reduce customer disconnections and minimize net churn through proactive engagement.

·      Address customer concerns and support cross-functional teams to improve retention.

·      Identify key reasons for churn and implement corrective actions.

·      Improve shifting success rate and ensure timely resolution of customer requests.

2. Reconnection & Winback Performance

·      Drive quality reconnections and increase conversion of winback leads.

·      Improve pull and push leads for reconnection campaigns.

·      Ensure timely closure of GART tickets and improve reconnection efficiency.

·      Support recovery of package amounts and outstanding dues from reconnected customers.

3. Team Productivity & Performance Management

·      Monitor daily productivity of agents and ensure achievement of team targets.

·      Coach and mentor bottom-performing agents to improve performance.

·      Ensure agents follow effective retention and conversion pitches.

·      Monitor call connects and ensure adherence to required call handling times.

4. Quality Monitoring & Coaching

·      Conduct regular call audits and evaluate agents based on defined quality parameters.

·      Provide constructive feedback to improve service quality and retention outcomes.

·      Drive continuous improvement through training and coaching sessions.

5. Operational Excellence

·      Ensure timely resolution of high-ageing tickets and improve operational turnaround time.

·      Plan and manage agent rosters to ensure smooth daily operations.

·      Monitor service delivery metrics and drive efficiency improvements.

6. Team Engagement & Attrition Management

·      Maintain high team morale through regular engagement and support.

·      Address team concerns and resolve conflicts effectively.

·      Implement initiatives to reduce attrition and improve team motivation.

Must Have Skills & Qualifications

·      5+yrs of Experience in customer retention, collections, winback, or contact center operations.

·      Strong leadership and people management skills.

·      Ability to analyze performance data and drive improvements.

·      Excellent communication, coaching, and conflict-resolution skills.

·      Proficiency in CRM tools and reporting systems.

·      Strong problem-solving and decision-making abilities.

Interested candidates can contact 9121803768