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Spectrum Retention Supervisor

Company: Spectrum
Location: Billings
Posted on: August 15, 2019

Job Description:

Client Reference Code: 246181
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 opportunityMonitor and score calls and provide coaching and feedbackCoach employees on sales/saves performanceTrack reporting and resultsManage attendance and the Kronos timesheet processComplete monthly performance one-on-onesFacilitate team meetings and huddlesMeasure performance metrics and reportingInterviews, selects and trains new hire employeesCommunicates department goals and objectivesDemonstrates leadership across all functional areas of the call centerEnsures team is adhering to schedule in order to meet service level objectivesLeads by example and ensures the satisfaction of internal and external customers.Possesses a passion for the customer and the desire to retain themHas a heart for the retention specialists and desires to develop the teamAnalyzes trends and reportingCreates a positive, professional and fun environmentInspires team to perform through creative incentives and contests.Manages scorecard process and provides employee feedback based on resultsAbility to multitask in a fast paced environmentStrong awareness of competitive pricing, offers, and packages in the marketplaceCompletes 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 mentalityPassion for the customerAbility to operate a computer and use basic programs such as Microsoft Word, Excel, etc.Strong Problem solving abilitySelf-motivator - upbeat and with a high energy levelTeam playerStrong work ethicEducation & 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 environmentVariable hours; may include weekends, holidays, and split days offJob Code : SRT440 Sup, Resi Retention Exempt 246181BR

Keywords: Spectrum, Billings , Spectrum Retention Supervisor, Other , Billings, Montana

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