Retention Sales Supervisor

Summary

The Inbound Retention Sales Supervisor will oversee sales representatives and ensure that all representatives are meeting standards and guidelines.

Responsibilities

• • Supervise a team of Retention Specialists to ensure success in meeting or exceeding departmental goals through training, coaching and motivation.
• • Ensure competence and continuity of Retention Specialists through effective monitoring, coaching, and appraisal. Review and analyze Retention reports and develop effective strategies.
• • Execute tactics to support the Retention objectives. These include ensuring staff are fully trained and coached to achieve optimal results, adhere to their schedules, have the proper tools and information to perform their jobs, enforcing Retention Standards, and the integrity of all Retention transactions.

• Monitor and coach agents for success and recommend offers or procedures to encourage customers to retain our services. Provide consistent coaching and development with the goal of improving their skills.:

  • • Ensure all policies and procedures are accurately implemented and enforced.
  • • Review productivity stats and ensure agents are meeting guidelines.
  • • Review QC reports and coach agents on necessary improvements in order entry processes
  • • Develop and conduct weekly team meetings to communicate the mission, vision, values, and goals of the department and maximize information flow, continuity, productivity, and efficiency.
  • • Communicate Field Communications, Process Alerts, and any relevant information.
  • • Deliver feedback reports that provide detailed data and analysis on reasons for disconnection and recommendations on improving save yield.
• • Participate in special projects and perform other duties as assigned.
• • Maintain effective working relationships with internal and external contacts.
• • Interview candidates and make recommendations for hire, rehire, or promotion. Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through scheduling and assignment of overtime as needed.
• • Coach and counsel employees in the area of conflict resolution with internal and external customers.

Required Skills

• • Must have the ability to multi-task in a Retention environment.
• • Solid knowledge of IDA, DART, and KDB
• • Solid knowledge of competitive landscape
• • Strong Excel, Word, and Power Point skills
• • English/Spanish Bilingual skills a plus
• • Excellent interpersonal skills with emphasis on negotiating and problem solving
• • Presentation/coaching skills
• • Strong leadership, creativity, and analytical skills
• • Strong interpersonal, organizational and time management skills
• • Ability to multi-task in a fast paced environment, act with a sense of urgency, and interface with all levels of the organization

Qualifications

• • 2 - 3years of Retention experience (preferred)
• • 2 - 3 years of Training/Mentoring experience (preferred)
• • 1 year of Management experience (preferred)

About Optimum

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

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