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Spectrum Retention Supervisor

Date posted 11/04/2019 Requisition Number: 252411BR Location: United States - Montana - Billings Area of Interest: Customer Service, Inside Sales, Sales Position Type: Full Time
Spectrum currently seeks a Retention Supervisor for our Customer Operations Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position as well as manage special projects as needed such as developing new hires through their On-the-Job training.

Position Summary:
The Retention Department is seeking a results-driven Retention Supervisor with a strong sales background, a customer centric mindset and strong time management and organizational skills. The Inbound Retention Supervisor will lead the day-to-day management of an Inbound Retention Team of 8-10 Inbound Retention Specialists.

Essential Job Functions:
Effectively coach, motivate, lead and inspire retention specialists to achieve and surpass individual saves and sales quotas.

Develop employees by identifying strengths and areas of opportunity

Monitor and score calls and provide coaching and feedback

Coach employees on sales/saves performance

Track reporting and results

Manage attendance and the Kronos timesheet process

Complete monthly performance one-on-ones

Facilitate team meetings and huddles

Measure performance metrics and reporting
Interviews, selects and trains new hire employees

Communicates department goals and objectives

Demonstrates leadership across all functional areas of the call center

Ensures team is adhering to schedule in order to meet service level objectives

Leads by example and ensures the satisfaction of internal and external customers.

Possesses a passion for the customer and the desire to retain them

Has a heart for the retention specialists and desires to develop the team

Analyzes trends and reporting

Creates a positive, professional and fun environment

Inspires team to perform through creative incentives and contests.

Manages scorecard process and provides employee feedback based on results

Ability to multitask in a fast paced environment

Strong awareness of competitive pricing, offers, and packages in the marketplace

Completes annual performance reviews and presents to employees

Job Requirements:
Must be able to lead by example and demonstrate strong leadership skills.
Strong sales experience preferred with excellent verbal and written communication skills.
Must be able to provide effective coaching and feedback on effective rebuttals and second attempts in order to coach during the sales/saves process.

Preferred Qualifications:
Customer-centric mentality
Passion for the customer
Ability to operate a computer and use basic programs such as Microsoft Word, Excel, etc.
Strong Problem solving ability
Self-motivator - upbeat and with a high energy level
Team player
Strong work ethic

Education & Experience:
Ideal Candidates will have a minimum of 1-2 years of supervisory experience in a call center environment with a focus on sales and customer service.
A college degree is preferred

Working Conditions:
Office environment
Variable hours; may include weekends, holidays, and split days off

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13547 Business Unit: Marketing Apply Later

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