Key Result Areas

Supporting Actions

Renewal Business & Persistency Achievement

Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns.
Monitor daily, weekly and monthly renewal performance against targets.
Execute focused interventions on highrisk lapse and renewaldue customers to improve retention rates.

Customer Retention & Conversion Management

Improve renewal conversion rates through effective customer engagement and objection handling.

Drive save activities for cancellation, portability and nonrenewal requests.

Track and reduce dropoffs across the renewal journey by ensuring timely followups and closures.

Team Performance & Productivity Management

Monitor productivity metrics such as calls per FTE, talk time, conversion rates and followup effectiveness.
Conduct daily performance reviews and coaching sessions.
Ensure optimal workforce utilization and achievement of team productivity benchmarks.





Operational Excellence & SLA Management

Ensure adherence to service levels, call handling standards and turnaround timelines.
Monitor queue management, call distribution and workload balancing.

Optimize operational efficiency without compromising customer experience.

People Development & Engagement

Coach and develop team members through regular feedback, call calibrations and training interventions.
Identify skill gaps and implement capabilitybuilding initiatives.

Drive employee engagement, motivation and retention within the team.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Lead Persistency Thane
🏢 Aditya Birla Insulators
📍 Thane