SUPPORT SERVICES GROUP is a multinational CX Services company that provides Consulting, BPO, and Contact Center services, with a presence in more than 10 countries around the world. We are seeking a skilled and motivated Program Manager to lead our team in preserving and enhancing customer relationships. As an Outbound Retention Manager, you will play a crucial role in developing and implementing strategies to retain existing customers through outbound communication efforts. This position requires a leader with a strong understanding of customer retention principles, excellent communication skills, and a proven track record in managing outbound retention initiatives. Responsibilities will include: + Lead and inspire a team of retention specialists to preserve and strengthen customer relationships. + Provide coaching, mentorship, and ongoing training to enhance the team's skills in customer retention strategies. + Foster a positive and customer-centric team culture, encouraging proactive communication and problem-solving. + Collaborate with the reporting teams to develop effective outbound retention strategies. + Lead management + Analyze customer data and feedback to identify opportunities for improvement and implement targeted retention efforts. + Develop personalized communication plans to address customer needs and concerns. + Establish key performance indicators (KPIs) for the outbound retention team and regularly assess individual and team performance against these metrics. + Utilize data and analytics to measure retention initiatives' effectiveness and identify improvement areas. + Streamline and improve outbound retention processes to enhance efficiency and customer satisfaction. + Implement best practices and continuously seek ways to optimize workflow and resource allocation. + Build and maintain strong relationships with key clients through effective communication and targeted retention efforts. + Address customer concerns, resolve issues, and proactively seek ways to enhance customer loyalty. Qualifications: + Proven experience in outbound retention management, with a successful track record in preserving and enhancing customer relationships. + Strong leadership and team management skills. + Excellent communication and interpersonal abilities. + Analytical mindset with the ability to leverage data for decision-making. + Knowledge of CRM systems and customer engagement tools. + Results-driven with a focus on continuous improvement. Support Services Group is a CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.