Posting Job Title |
Supervisor, Customer Retention
Milwaukee, WI, US
Area of Interest
Customer Service/Member Services
Posting Job Description
Hours will vary: 11AM - 8PM Monday - Sunday
The main purpose of the position is to supervisor a team of retention specialists that are saving and retaining our current subscribers. In order to increase PSU growth, suggestive sales techniques have to be utilized in order to upgrade customer's accounts to additional products and services. In addition to providing a high level of leadership support to overall staff and providing high level reporting to Senior Leadership and/or Retention Managers. Detail performance and call metric reporting must be delivered to staff members on a daily basis.
Essential Job Functions:
Responsible for keeping all Retention Specialists informed of changes or updates that impact their work.
Participate in the interview and selection process for New Retention Specialist positions.
Initiate and coordinate activities and incentives to generate and maintain motivation and enthusiasm.
Build and maintain strong relationships with department personnel and division colleagues by demonstrating strong interpersonal skills.
Support and exemplify all company policies, including professionalism, teamwork, EEO/AA, positive communication, both internally and externally, and customer care.
Monitor and develop day to day performance of Retention staff with expert technical assistance in ICOMS system functions including phone monitoring and account monitoring for representatives to maintain a high level of quality performance.
Act upon department personnel issues including hiring, timely performance reviews, counseling and progressive disciplinary actions as needed.
Oversee the daily operations of the Retention call center to reduce churn and to help exceed subscriber growth targets. Ensure timely and professional communication with internal and external customers to minimize losses in all core products.
Perform other duties as assigned.
Ability to manage up and attention to detail is beyond necessary for this role.
A proven history in coaching call center members or Sales professionals. The major area of focus for coaching would be in areas such as PSU Save Rate, Core product sales, retain revenue for all customer interactions, and customer satisfaction.
Excellent communication skills and ability to effectively motivate, encourage, train and interact with team members.
Ability to present information effectively before groups of customers or employees of the organization. Ability to calculate figures and amounts such as discounts, commissions, percentages.Education Level:
Associate's degree and/or 5 years of leadership experience in Call Center Management.Supervisory/Managerial Responsibilities:
Supervise department staff through various human resource activities including: recruitment, training, coaching, staffing, performance monitoring, performance evaluations and discipline to fulfill the goals of the Retention Department
Controlling Establishment ID
00066 - Milwaukee ML King
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