Job Description

In this position you will....

Be responsible for leading and managing the current Device Protection retention team to reduce customer cancellations, improve save rates, and ensure effective execution of retention and down-sell strategies. The role will oversee day-to-day operations, agent coaching, performance monitoring, quality assurance, and reporting.

You will be responsible for…

• Supervise daily retention operations for Device Protection cancellation and save activities.
• Manage, coach, and support Retention Agents to achieve retention, conversion, quality, and productivity targets.
• Monitor call handling, customer conversations, and offer application to ensure consistency and compliance.
• Review and adjust calling script, propose plan on improvement for an ultimate goal in lowering the churn level
• Provide real-time guidance on difficult cancellation cases and support escalation handling.
• Track key performance indicators, including save rate, down-sell conversion, call volume, cancellation reasons, and agent productivity.
• Prepare regular performance updates and operational insights for management review.
• Identify trends in customer cancellation reasons and recommend actions to improve retention outcomes.
• Ensure agents accurately record customer interactions, retention attempts, and final call outcomes in the relevant system.
• Support training, call calibration, script refinement, and continuous improvement of retention processes.
• Coordinate with internal stakeholders as needed to ensure smooth retention operations and alignment on approved offers.

For you to be successful…

We expect you to be able to demonstrate the following key competencies

Impactful

• Maintains commitment to achieving goals in the face of obstacles.
• Has a clear understanding of team’s objectives and aligns efforts to these.
• Empowered to be quick to act and take steps to address issues.

Collaborative

• Build diverse networks and cooperative key working relationships to work in partnership with others.
• Co-operates with team members to resolve problems and achieve goals.
• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.

Communication

• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.
• Receptive to feedback and appropriately expresses own opinions.

Adaptable

• Employs different approaches depending on the situation.
• Handles unexpected requirements and ambiguity in a receptive and calm manner. Resilient when things don’t go to plan.
• Comfortable using different approaches to problem solving.

You will require the following qualifications and skills

• A Thai national
• Prior experience as a team leader, supervisor, or senior specialist in customer retention, telesales, contact centre, or save-desk operations.
• Proven experience managing phone-based sales or retention teams against clear performance targets.
• Strong understanding of objection handling, customer save techniques, and down-sell approaches.
• Ability to analyse team performance data and translate findings into coaching or process improvements.
• Strong communication, people management, and problem-solving skills.
• Experience in insurance, device protection, telecom, or subscription-based customer retention is highly preferred.
• Comfortable working in a fast-paced, target-driven operational environment.