Residential Retention Supervisor
3 weeks ago
As a Residential Retention Supervisor at Spectrum, you will be responsible for managing a team of retention agents to ensure high levels of customer satisfaction and retention. Your goal will be to consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone-based customer save techniques. You will also provide regular data-centric feedback to management on actionable items to improve customer experience and retention rates.
Key Responsibilities
Supervise retention agents to ensure a high level of customer satisfaction and professionalism during all retention transactions.
Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone-based customer save techniques.
Provide regular data-centric feedback to management on actionable items to improve customer experience and retention rates.
Ensure thorough understanding of agent and supervisor compensation/commission plans to coach to specific behaviors that will improve save yield and commission earnings potential.
Manage agent compliance of call handling metrics, including productive time, schedule adherence, handle time, after-call work, and other metrics as necessary.
Analyze and provide statistically-based recommendations on ways to improve agent save performance.
Requirements
Ability to read, write, speak, and understand English.
Demonstrated working knowledge of cable communications products and services, including video, data, and voice.
Ability to work variable hours, including weekends, holidays, and split days off.
Minimum of an Associate's college degree in marketing, sales, or a related field, or equivalent experience.
3-5 years of call center experience in customer service and/or phone sales.
Working Conditions
Office environment.
Spectrum
Spectrum is a leading provider of cable communications products and services. We are committed to growing a workforce that reflects our communities and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
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