Austin, Texas

JOB SUMMARY
The Spectrum Retention Manager (Residential) will oversee the day to day activities and performance management of in-house retention teams supporting customer retention efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and revenue retention goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer experience and acceptable sales and retention performance.

RESPONSIBILITIES:
Provide day-to-day oversight for Retention efforts including management of a team of 4-6 supervisors and 50-70 retention agents. This includes day to day accountability, oversight, and management of rep productivity, call quality, retention performance, and employee issues for all assigned team members.
With senior management, establishes performance goals, in accordance with financial/subscriber goals, for the Retention Department employees and monitors performance on a continual basis.
Direct Management of in-house Retention team Supervisors and Retention Teams. Implementation and ongoing management of customer retention strategies, performance metrics, compensation, and incentives.
Collaborate with retention teams to identify new, and modify existing, tactics to improve customer retention performance.
Help identify and implement best practices in order to achieve and/or surpass product and new customer relationship retention and growth goals.
Manages operations through statistical analysis of market-wide disconnects, downgrades, and call center statistics. Apply associated save and sales tactics required to maintain and grow customer base.

REQUIREMENTS:
  • Bachelors degree or equivalent in business or related field.
  • Five or more years of demonstrated success in sales, retention, telemarketing and/or customer service leadership in a telecommunications environment.
  • Knowledge of cable television and associated billing systems is strongly preferred.
  • Strong working knowledge of predictive dialing and call center management.
  • Demonstrated ability to organize, delegate, and schedule workload effectively. Must be a team player with excellent supervisory skills and the ability to train personnel in a call center environment.
  • Strong PC skills with proficiency in Word and Excel applications.
  • Demonstrated self-motivation, sound judgment, problem solving and analytical skills. Performs effectively and independently in a multi-tasking environment.
  • Excellent communication skills, both internally and externally, with the ability to effectively present information in one-on-one and group situations.
LEGAL/FINANCIAL RESPONSIBILITIES:
Requires adherence to Spectrum Code of Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times

For more information on Spectrums benefits, please click here.

Austin, Texas

Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. the leading broadband communications company in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. The advertising sales and production services are sold under the Spectrum Reach™ brand. News and sports networks are operated under the Spectrum Networks brand.  

Our commitment to serving customers and exceeding their expectations is the bedrock of our business strategy and it’s the philosophy that guides our more than 95,000 employees.

Your next career can be as impactful as your last one. As a veteran or active military service person, you have the skills, talent, and training to make a difference at Spectrum. More than 11,000 veterans have already found a home at our advanced TV, Internet, Voice and Mobile company. You can find yours, too, in areas like Technical Operations, Field Operations, Network Operations, Construction, Engineering, Sales, and more. When you join us, you join a company dedicated to you and your success.  

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