Supervisor, Residential Retention (Bilingual Spanish)
Company: SPECTRUM
Location: Harlingen
Posted on: May 8, 2022
Job Description:
The Spectrum 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.
ORGANIZATIONAL RELATIONSHIP
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.
ESSENTIAL RESPONSIBILITIES
- 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 Spectrum in a highly professional and ethical manner,
and foster our Company-'s reputation and image.
- Other duties as assignedREQUIRED QUALIFICATIONS
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
- Bilingual Spanish PreferredEducation
A college degree or some post-secondary school education or
equivalent work experience
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.
Working Conditions
Office environment
Variable hours; may include weekends, holidays and split days off
SRT440 303186 303186BR
Keywords: SPECTRUM, Harlingen , Supervisor, Residential Retention (Bilingual Spanish), Other , Harlingen, Texas
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