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Supervisor Retention Operations

3 months ago

Piscataway, United States Optimum Full time
Job Summary

As the Supervisor of Retention, you will be at the helm of our recently established ACP (Affordable Connectivity Program) & Non-Pay call center operations. Your main duties involve leading the way in crafting strategies, refining enrollment procedures, enhancing eligibility verification methods, and providing top-notch customer assistance to bolster program engagement. Your pivotal role encompasses overseeing program execution, ensuring operational efficiency, and providing guidance to the team.

Responsibilities

Supervise and oversee the day-to-day operations of the BPO team. Ensure adherence to established processes, policies, and procedures. Monitor team performance and productivity metrics, such as call handling time, resolution rates, and customer satisfaction scores. Provide ongoing coaching, training, and feedback to team members to improve performance and skills. Conduct regular performance evaluations and goal-setting sessions with team members. Manage scheduling and staffing to ensure adequate coverage and meet service level agreements (SLAs). Handle escalations from team members and resolve complex customer issues efficiently. Collaborate with other departments or teams to address cross-functional issues and improve processes. Implement quality assurance measures to maintain service standards and compliance with regulations. Generate reports and analyze data to identify trends, areas for improvement, and opportunities for optimization. Foster a positive work environment that promotes teamwork, motivation, and employee engagement. Stay updated on industry trends, best practices, and technologies related to BPO operations. Act as a liaison between the BPO team and upper management, communicating updates, challenges, and recommendations. Drive initiatives to enhance efficiency, productivity, and overall performance of the BPO team.

Qualifications

Bachelor's degree in business administration, management, or a related field preferred, or relevant work experience. 5+ years’ call center experience  3+ years’ call center management experience and leadership of multiple cross-functional teams Previous experience in a supervisory or leadership role within a BPO environment, preferably in an internal BPO setting. Familiarity with FCC (Federal Communication Commission) regulations and benefit programs is a plus. Experience successfully working across levels and functional areas (i.e., technical, creative, and executive team) Strong understanding of BPO operations, processes, and best practices. Demonstrated ability to effectively manage and lead a team, including coaching, mentoring, and performance management. Excellent communication skills, both verbal and written, with the ability to effectively interact with team members, clients, and stakeholders. Proven record of accomplishment of meeting or exceeding performance targets and service level agreements (SLAs). Experience in implementing and managing quality assurance programs to ensure service excellence and compliance with standards. Strong analytical and problem-solving skills, with the ability to identify trends, analyze data, and make data-driven decisions. Knowledge of relevant industry regulations, compliance requirements, and quality standards. Ability to adapt to a fast-paced and dynamic environment, with a focus on continuous improvement and innovation. Experience in developing and delivering training programs to enhance team skills and performance. Strong organizational skills, with the ability to prioritize tasks, manage time effectively, and manage multiple responsibilities simultaneously. Customer-centric mindset with a commitment to delivering exceptional service and satisfaction.
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.