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Immediate Job Opportunity
The Company Retention Supervisor will supervise a team of retention specialists that are saving and retaining our current customers. In an effort to drive revenue growth, suggestive sales techniques have to be utilized in order to upgrade customer’s accounts to additional products and/or services. In addition, this supervisor will provide a high level of leadership support to overall staff and trended reporting to Senior Leadership.
Customer Retention Supervisor interfaces with existing customers (Escalations), Field Operations, Voice Operations, Event Management, various Care & Sales Center leadership teams and Care & Sales Center agents. This position reports directly to the Customer Care Manager.
Responsible for planning, organizing and directing the day-to-day activities in the Customer Retention Department.
Responsible for keeping all Retention Specialists informed of changes and/or updates that may impact their work.
Participate in the interview process for open positions and recommends new hires.
Create, initiate and coordinate activities and incentives to foster and maintain motivation and enthusiasm.
Conduct periodic performance feedback reviews and coordinate and administer employee evaluations.
Meet agent call observation monitoring and feedback expectations, while coaching and counseling of Customer Service Professionals (CSPs) to improve overall Customer Satisfaction.
Improve and manage to set performance expectations. Must be willing to adjust and adapt to all aspects of the business in an every changing work environment, while monitoring Performance goals, Productivity, Adherence, Quality, Sales, and Attendance through coaching and counseling of specialists, while ensuring compliance to all company policies.
Implement performance goal setting/disciplinary actions when necessary, and provides incentive/rewards as appropriate.
Utilize reports/data to analyze trends and implement resolution and project staffing.
Responsible for the continuing training and development of specialists and for ensuring all opportunities are made available for employee progression within the company.
Interact with customers to ensure resolution to complex and difficult customer service issues.
Build and maintain strong relationships across various departments by demonstrating strong interpersonal skills.
Represent Company in a highly professional and ethical manner, and foster our Company’s reputation and image.
Other duties as assigned
Skills/Abilities and Knowledge
Must be bilingual Spanish/English
Demonstrated leadership ability, must be able to lead by example
Must have strong sales experience
Excellent verbal and written communication skills
Able to provide effective coaching and feedback on effective rebuttals and second attempts in order to coach during the sales/saves process.
Passion for the customer; a customer focused mindset
Ability to operate a personal computer and use basic programs such as Microsoft Word and Outlook
Strong Problem solving ability
Self-motivated; upbeat attitude with a high energy level
A college degree or some post-secondary school education or equivalent work experience
1+ years’ experience in a supervisory role, a call center environment is preferred, but will consider other customer facing roles with a focus on sales and customer service.
Variable hours; may include weekends, holidays and split days off
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