Team Leader – Sales & Retention

Job description

Position Description:

The Team Lead for the Sales Customer Retention Team is responsible for leading a group of customer retention specialists focused on retaining Telco Mid-Market customers, initially through Wireline services with the potential expansion to Mobility. This role ensures the team meets performance targets by providing coaching, support, and performance management. The supervisor is expected to monitor KPIs, implement strategies to improve customer satisfaction and retention, and collaborate closely with cross-functional teams to support business objectives.
The Operations Lead will also be responsible for overseeing the day-to-day operations, building a strong team and shaping team members’ behaviors to accomplish desired results and will play a collaborative role in growing and implementing standards and processes. Additionally, Lead Specialist will streamline workflows, resolve issues, and drive continuous improvement initiatives.

Your future duties and responsibilities:

• Lead and supervise the day-to-day operations of the Sales Customer Retention Team.
• Monitor and analyze individual and team performance metrics (e.g., save rate, customer satisfaction, call quality, sales retention targets).
• Provide coaching, feedback, and regular performance evaluations to ensure continuous improvement.
• Develop action plans to meet and exceed retention goals and improve customer experience.
• Handle escalations and provide support in resolving complex customer issues.
• Ensure compliance with all company policies, processes, and regulatory requirements.
• Collaborate with training and quality teams to identify skill gaps and implement corrective actions.
• Support onboarding and upskilling of team members.
• Prepare regular reports and insights on management on performance, trends, and areas for improvement.
• Recommend and implement process improvements to streamline retention efforts and increase efficiency.

Required qualifications to be successful in this role:

Qualifications:

• Bachelor’s degree in business, Communications, or a related field (preferred but not required with relevant experience).
• At least 2–3 years of experience in a supervisory role within a customer service, telesales, or retention environment.
• Proven experience in sales, customer retention, or account management preferably within the telecommunications industry.
• Strong leadership, coaching, and mentoring skills.
• Excellent verbal and written communication skills.
• Proficiency in using CRM tools, call center platforms, and performance dashboards.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced, target-driven environment with a focus on results.
• Willingness to work flexible hours or shifts as needed.

Skills:

·  Customer Service & Support
·  Operations Management
·  Client Management
·  English
·  Sales Support

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.