Retention Supervisor

We are seeking a highly skilled and experienced Retention Supervisor to join our team at SPECTRUM. As a key member of our customer retention team, you will be responsible for managing a team of retention agents to ensure high levels of customer satisfaction and retention.

• Supervise and coach retention agents to ensure they meet or exceed weekly and monthly retention activity goals.
• Monitor and analyze customer interactions to identify areas for improvement and provide data-driven feedback to the team.
• Develop and implement strategies to improve customer retention and upsell core products.
• Manage agent compliance with business rules and ensure thorough understanding of compensation and commission plans.
• Provide regular coaching and feedback to agents to improve their performance and save yield.
• Collaborate with the management team to develop and implement retention strategies that align with SPECTRUM's business goals.
• Master order processing and billing system to manage retained accounts and new sales order entry.
• Acquire and demonstrate knowledge of competitors' pricing, packaging, and products to provide agents with skills needed to discuss side-by-side comparisons.
• Ability to successfully manage difficult customer calls that require issue resolution.

• Minimum of 3-5 years of call center experience in customer service and/or phone sales.
• Demonstrated working knowledge of cable communications products and services.
• Ability to read, write, speak, and understand English.
• Bilingual: Spanish preferred.
• Minimum of Associate's college degree in marketing, sales, or related field or equivalent experience.

Office environment.

SPECTRUM is an equal opportunity employer and welcomes applications from diverse candidates. We offer a comprehensive pay and benefits package that rewards employees for their contributions to our success and supports all aspects of their well-being.