Agent Renewal Performance Specialist

JOB OVERVIEW:RAKEZ is seeking to appoint an Agent Renewal Performance Specialist to play a key role in driving renewal performance, agent effectiveness, and customer retention within the Customer Experience Division. This is a high-visibility role suited for a seasoned professional with strong exposure to renewals, agent engagement, KPI tracking, and service performance management.The role is responsible for coordinating and executing license renewal activities through the agent portfolio, monitoring renewal performance, supporting agent enablement, and ensuring timely renewals and high service quality. The Specialist works closely with internal stakeholders and agents to drive performance, improve conversion, and strengthen retention outcomes.KEY RESPONSIBILTIES:Drive day-to-day agent renewal performance and on-time renewal execution.Act as the primary operational interface with assigned agents for renewals, SLAs, and performance monitoring.Track and report on core KPIs (on-time renewals, expired licenses, agent performance, drop-offs).Support renewal campaigns, communications, and frontline enablement for agents.Serve as the first point of contact for agent renewal queries and routine escalations.Ensure data accuracy across agent and customer renewal records.Support continuous improvement initiatives to enhance renewal outcomes and customer retention.Candidate Profile:Bachelor’s degree in business, Operations, Customer Experience, or a related field.4–7 years of experience in renewals, customer operations, sales support, channel/agent operations, or service performance roles.Strong exposure to KPI tracking, CRM systems, and service performance reporting.Excellent communication and stakeholder coordination skills.Highly organized, detail-oriented, and performance-driven.UAE market or Free Zone environment experience is a strong advantage.