Client Reference Code: 2024-42947

JOB SUMMARY

This position is responsible for leading the Retention Call Center site including all activities that contribute to the retention of customers, and in enhancing the Customer Experience. Lead and Direct the Center’s retention, quality, workforce management, IT, training delivery, human resources and operational functions.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience.Develop and implement retention strategies and best practices to achieve and/or surpass product and customer relationship retention.Responsible for executing retention playbook and protect customer relationships, all lines of business, and revenue.Actively and consistently support all efforts to simplify and enhance the customer experience.Drive the attainment of key performance indicators including service level, quality, revenue, productivity / efficiency, reliability, and attrition objectives.Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.Direct hiring and staffing for call center based on workforce capacity and schedule adherence requirements.Oversee employee evaluation, development and performance management processes.Ensure effective and impactful delivery of training to front line customer facing employees.Foster a culture of consistency, accountability and continuous improvement.Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.Assist in the preparation and management of capital budget, operating budget, and expense management for assigned area.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand EnglishDemonstrated customer focus and customer advocacy skillsDemonstrated call center management skillsSuperior knowledge of call center platforms and technologyKnowledge of key elements that comprise the end-to-end customer experienceAbility to communicate verbally and in writing, in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to define key performance indicators / metricsAbility to document, prepare and present data-driven presentationsAbility to make decisions and solve problems while working under pressureAbility to manage multiple projects simultaneouslyAbility to prioritize and organize effectivelyAbility to supervise and motivate othersDemonstrated ability to develop staff and maintaining a high standard of employee relationsAbility to use personal computer and softwareKnowledge of broadband products and servicesDemonstrated financial and analytical skillsAbility to develop and present business plans  

Required Education
Bachelor's degree required in business or related field or equivalent experience

Required Related Work Experience and Number of Years

Business experience - 10+Call Center leadership/management experience - 7-10Customer Retention or Inbound Sales experience - 7-10Telecommunications industry experience - 7-10Leadership experience in high-volume, fast-paced environments requiring teamwork, flexibility, and change management across multiple channelsWorkforce management strategy experience 

Preferred Education
Master’s degree (MBA)

WORKING CONDITIONS

Office environmentTravel as required between the existing centers as well as various Charter offices

Job Code : CRT720

2024-42947
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FCC Unit: 13527 Business Unit: Marketing Zip Code: 78758

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