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Supervisor, Retention at Spectrum

Posted in Other 30+ days ago.

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Type: Full Time
Location: Austin, Texas

Job Description:


Apply Now DATE POSTED 02/08/2018 Requisition Number: 211293BR Location: United States - Texas - Austin Area of Interest: Cable Television Production, Customer Service, Other, Telecommunications Position Type: Full Time Charter Communications currently seeks a Retention Supervisor position for our Retention/Sales Department in our Austin, TX office. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary:
The purpose of this position is to provide leadership to the Residential Retention Movers call center team. Partnering with the Manager, this position ensures customer satisfaction and achievement of sales, retention, and performance goals. This will be achieved by developing the call center agent s sales and customer retention skills to educate our customers on our products and services, retain more customers, and increase subscriptions. The Supervisor will help enhance the image of Charter Communications through high quality service.

Essential Job Functions:
Motivate, coach, lead, and supervise an Inbound (Inside) Retention call center team of approximately 10-16 agents.
Exceed sales and retention performance goals, team productivity adherence percentages, work order integrity error rates, off-phone activity levels, and minimum required monitoring scores.
Report generation and analysis.
Become an expert and educate team members on company products and promotions as well as competitive products and promotions.
Monitor agents using a recorded call monitoring system and side-by-side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, sales approach, retention efforts, and problem resolution proficiency.
Coach agents by providing feedback from monitoring and data analysis using transformational coaching skills.
Ensure representatives are accountable to Charter Communications methods, procedures, and policies.
Ability to successfully manage difficult customer calls that require issue resolution.
Hold weekly team meetings to encourage team participation and foster productive learning environments.
Assist with recruiting, selection, training, development, and appraisal of inbound sales / retention professionals.
Continually work with management to improve processes, procedures, and work environment.
Other duties as assigned.

Required Qualifications:
Excellent customer service and sales/retention skills required.
Ability to continuously learn and retain knowledge of new services and promotions being offered by the company.
Must demonstrate intermediate to advanced PC skills with a strong understanding of MS Office suite, especially MS Excel.
Ability to learn and execute marketing/selling/retention techniques.
Requires strong interpersonal skills including excellent time management, listening and people skills.
Understands and adheres to all company and department policies and procedures.
Ability to effectively execute conflict resolution techniques.
Ability to exercise good judgment, aligned with company policies and procedures.
Ability to manage multiple tasks effectively.
Basic knowledge of mathematics.
Familiarity with applicable local, state and federal regulations.
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
Minimum 2 years supervisory experience required; Communications Industry preferred.
Must possess excellent typing skills (45 WPM). Data-entry experience and PC knowledge required (must demonstrate competency using Microsoft Word, Excel, PowerPoint, and Windows).
Must have flexibility in work schedule availability, must be able to work weekends and holidays.
Must be able to maintain regular attendance.
Must be able to interact positively with other Charter Communications departments and locations as required to accomplish tasks.
Must be able to interact with coworkers in a positive manner, follow directions and work rules, and accept constructive feedback.

Education degree (GED); or equivalent training, education and experience.

Supervisory / Managerial Responsibilities:
Plans, staffs, evaluates and directs work of employees of a work unit; has the authority and exercises independent judgment to hire, direct, transfer, promote, discipline, discharge or reward other employees, or effectively recommend such action.

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

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different.

The Spectrum brand is 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, current unemployment status, or any other basis protected by federal, state or local laws.

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Charter Communications will consider for employment qualified applicants with criminal histories in a manner consistent with applicable laws, including local ordinances. FCC Unit: 13551 - South Texas Business Unit: Customer Operations Apply Now Apply Later