Manager, Customer Retention (Call Center)
Cox Communications - Las Vegas, NV

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Position Details
Position Summary: Responsible for planning, implementing, executing & measuring retention strategies & goals designed to retain/improve customer loyalty and grow market share for all products & increase revenue. Responsible for evaluating retention strategies with an emphasis on continued improvement in revenue expectations, efficiencies, productivity and quality objectives. Ensures all teams are providing best in class service to customers.

Position reports to: Director, Customer Retention

Direct Reports include: Supervisors, Customer Retention

Primary Responsibilities:
Develops & leads highly trained teams of retention pros.
Reviews perf metrics on an ongoing basis to ensure cust. retention strategy success & takes corrective measures to ensure continuous improvement.
Meets sales/retention goals by assisting with the creation of relevant contests, establishing goals/incentives & training the team in comp. preferred sales & retention techs.
Analyses & reports on daily, weekly & monthly reports displaying trends in volume & retention metrics.
Utilizes all available resources to track & analyze cust. data to identify trends, root causes & solutions regarding customer churn
Investigates & deploys cutting edge technology in order to increase the ability to retain custs.
Oversees the day-to-day operation of the Cust. Ret. function in the call center for video, voice & data to residential customers.
Monitors & maintains specific service level & call quality control goals by providing daily coaching & feedback.
Motivates trains & develops staff in order to achieve retention goals & oversees recruitment & employment of all employees that report directly and/or indirectly to this position.
Consistently delivers upon leadership expectations conduct one on one meetings w/team members, incl. meaningful career development coaching & conduct regularly scheduled staff mtngs to deliver results.
Develops team training plans & timelines & creates prof. dev. plans for team leaders & coaches them as sales culture champions to ensure goals are met.
Consistently meets or exceeds departmental ret. goals through active sales mgmt techniques.
Develops & maintains relationships w/the various operating units to maximize the utilization of the Cust. Ret. group to achieve high revenue, exceptional svc. in a cost-effective manner.
Ensure company standards are met for attendance, payroll, perf. documentation, corrective action, & other established processes.
Ensure Cox Ethical standards are observed & policies are adhered to.
Meet deadlines, deliver on commitments internally & cross-functionally.
Uphold the Southwest sales Vision: Flawless execution w/every customer, w/every initiative, every day. Prioritize, plan and execute to achieve our goals. Work w/urgency, respect & integrity. Inspire & deliver results.

Qualifications / Req'd Knowledge, Skills, Abilities:
Typ. requires BS/BA in related discipline.
Generally 7+ yrs exp. in related field. Certification is req'd in some areas OR Advanced degree & generally 5+ yrs exp. in related field.
Exp: Generally 5+ yrs proven sales leadership exp. in related field with 3-5 yrs in a call center work environment. Exp. building a high perf. sales team & mgmt of high volume call traffic. Time may be credited for college coursework in applying exp. reqs.
Other: Successful prior exp. recruiting, developing, incenting & directing an effective sales workforce & providing leadership in a fast-paced, high-growth, & competitive environment.
Strong mgmt & leadership skills to inspire & lead staff.
Exc. written & verbal communication skills.
Effective interpersonal skills to operate effectively in a 1:1 setting or a team-based environment.
Demonstrated ability to thrive in a high-change business environment.
Proficiency in conducting sales info & training meetings.
Working knowledge of various incentive strategies employed for sales forces.
Excellent organizational skills w/the ability to multi-task.
An inspirational leader who knows their people & what drives them to succeed & is willing to work side by side to achieve results.
Demonstrated ability to work effectively w/individuals at all levels within the org.
Prof. with MS Office apps such as Word, Excel, PowerPoint, Outlook, etc.

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

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About this company
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Cox Communications is a multi-service broadband communications and entertainment company with 6.2 million total residential and commercial...