Supervisor Retention Sales

Location:

Piscataway, NJ, US, 08854

Brand: Optimum

Requisition #: 1926

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

The Inbound Retention Sales Supervisor will oversee Retention Specialists and ensure that they are meeting standards and guidelines.

Responsibilities

Supervise a team of Retention Specialists to ensure success in meeting or exceeding departmental goals through training, coaching and motivatio
Ensure competence and continuity of Retention Specialists through effective monitoring, coaching, and appraisal. Review and analyze Retention reports and develop effective strategies.
Execute tactics to support the Retention objectives. These include ensuring staff are fully trained and coached to achieve optimal results, adhere to their schedules, have the proper tools and information to perform their jobs, enforcing Retention Standards, and the integrity of all Retention transactions.
Monitor and coach agents for success and recommend offers or procedures to encourage customers to retain our services. Provide consistent coaching and development with the goal of improving their skills.
Ensure all policies and procedures are accurately implemented and enforced.
Review productivity stats and ensure agents are meeting guidelines.
Review QC reports and coach agents on necessary improvements in order entry processes
Develop and conduct weekly team meetings to communicate the mission, vision, values, and goals of the department and maximize information flow, continuity, productivity, and efficiency.
Communicate Field Communications, Process Alerts, and any relevant information.
Deliver feedback reports that provide detailed data and analysis on reasons for disconnection and recommendations on improving save yield.
Participate in special projects and perform other duties as assigned.
Maintain effective working relationships with internal and external contacts.
Interview candidates and make recommendations for hire, rehire, or promotion. Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through scheduling and assignment of overtime as needed.
Coach and counsel employees in the area of conflict resolution with internal and external customers.

Qualifications

2-3 years of Retention experience (preferred)
2-3 years of Training/Mentoring experience (preferred)
1 year of Management experience (preferred)
Strong Excel, Word, and Power Point skills
Ability to multi-task in a fast paced Retention environment, act with a sense of urgency, and collaborate with all levels of the organization.
Solid knowledge of IDA, DART, KDB and the competitive landscape
Bilingual a plus
Excellent interpersonal skills with emphasis on negotiating and problem solving.
Presentation/coaching skills
Strong leadership, creativity, analytical, organizational and time management skills

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.