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Manager, Retention Call Center
Mediacom Communications
Cedar Rapids, IA, United States
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General Responsibilities:
The Manager of Retention reports directly to the Director and works hand in hand to ensure the success of the Retention department. This position is responsible for the day to day management of the Retention Call Centers, manage employee relations on a daily basis, ensuring that the Retention department successfully achieves all required KPI in regards to established goals as well as taking the lead in certain projects to continue the success of the Retention department. The Manager is directly responsible for the development of Retention Supervisors and indirectly responsible for the development of Retention Leads and Agents.
Specific Responsibilities:
• Employee Relations
◦ Responsible for onboarding strategy for the Retention skill set; including Retention and representative profiles, Hiring Standards, overseeing all training development
◦ Creates an environment that fosters teamwork and accountability and positively impacts the customer experience. Motivates and coaches staff to achieve department and company goals
◦ Responsible for providing Call Centers with Retention support (when necessary)
in coordination with the compensation team develops and deploys a standard compensation plan for Retention (Inbound)
◦ Provide consistency in the department in regards to employee relations as it comes to managing the hiring process, attendance guidelines, yearly reviews and any other performance management issues as it relates to the Retention Department
◦ Shares company goals and direction to Retention Staff
◦ Follow Mediacom EEO Procedures
• Retention KPI (Key Performance Indicators)
◦ Drives alignment and consistency in people practices, management activities, and customer service delivery to achieve goals (Reduce Company Churn, Reduce Revenue losses)
◦ Day to Day management of the call center floor to ensure that we are hitting required goals for customer contacts which include but not limited to AHT, Abandon Rate, ASA and occupancy rates
◦ Review and ensure that the Retention scorecard metrics are accurate and the set goals are appropriate for our current business needs
• Project Management
◦ Manage essential processes and procedures for the program, including quality procedures, call flows, and scripting
◦ Develops policies and procedures for Retention to standardize practices
◦ Establishes and leverages strong partnerships with key departments and internal/external customers
• Other duties as assigned
Preferred Experience/Skills
• Bachelor's degree or equivalent combination of education and experience.
• Minimum 3-5 years exceptional performance as a Customer Service or Retention Call Center Supervisor, or a comparable management position.
• Minimum 2-3 years experience in the cable industry preferred
• Standard proficiency in MS Office applications (Word, Excel, PPT, Outlook) and CSG, preferred
Excellent customer service and interviewing skills.
• Strong verbal, written, coaching/counseling, initiative, leadership, interpersonal, and problem-solving skills
• Demonstrated ability to lead, motivate, supervise, coach, develop and lead a team
• Must have initiative and be a team player.
• Must be able to work nights and weekends, variable schedule(s) as necessary
• Must possess excellent listening, verbal and written communications skills, including proper grammar and a well-modulated speaking voice.
• Possess excellent organizational and office skills, and be detailed oriented to maintain excellent customer contact.
• Able to work in a high-pressure environment with a diverse group of people.
• Able to analyze and solve problems in an uncertain work environment.
• Is neat with self and work area, and conducts self in a respectable, responsible, courteous manner.
• Possess a cooperative and positive attitude toward customers, employees and Mediacom Corporate.