Call Center Retention Supervisor

CATEGORY: Customer Support/Client Care REFERENCE CODE: 7078.1072 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Call Center Retention Supervisor Northern, VA Description:Responsible for providing leadership to and management of dedicated customer retention staff. Management responsibilities include all functions related to achievement of company and departmental net gain goals, RGU connections and customer retention goals. Retention goals can include controllable and non-controllable disconnections. Position coordinates and supervises the development of strategies and tactics pertaining to established sales and/or retention goals. Develops and monitors existing programs and plans that address sales, and retention processes. Consistently manages process for continual improvement. Tasks and Accountabilities (included but not limited to): Develops and leads a highly trained team of retention professionals in field and/or office as needed. Provides leadership and direction to staff while continuously investigating and employing cutting edge technology in order to increase the ability of his/her staff to sell and save customers. Implements customer retention strategies. Monitors customer retention schemes and events to ensure accuracy. Ensures customer satisfaction by monitoring work quality and by providing employees with training and knowledge regarding all Cox products, prices and special promotions or packages designed to achieve sales and or retention goals as assigned. Provides staff with the necessary competitive knowledge and skills that will differentiate Cox from its competitors in order to achieve sales and retention goals. Provides direction and guidance in customer account research and communicates with customers as necessary to manage accounts. Manages the hiring, training and performance of retention team representatives to ensure attainment of retention goals Lead and motivate a team of retention representatives to meet or exceed corporate/local goals that include but are not limited to: Lost Revenue per callRGU connectsProduct Churn Disconnection percentages per call or per customer Others as outlined by management All other duties as assignedQualifications:Qualifications BS/BA in related field preferred. Three to five years experience in a high volume customer service/sales environment. One to three years leadership/supervisory experience in a call center environment. Proven ability to lead and motivate high performance sales team to meet and exceed departmental revenue goals. Strong communication skills, including verbal, written and presentation skills. Good interpersonal skills suitable for interacting with various departments and levels within the organization. Highly experienced with Microsoft Office Suite (Word, Excel and Outlook) Typical Training / Experience - Typically requires BS/BA in related discipline; some disciplines may only require Associates degree OR 3 to 5 years experience as a Supervisor. Certification is required in some areas. Influence/People Leadership - Primary input to hiring, performance, and rewards decisions for a group of service, production, or support employees, perhaps assisted by subordinate team leaders or senior individual contributor employees; Primary contribution is supervising other people (rather than applying knowledge); Supervises support, production, and/or lower level professional individual contributor employees; Schedules work for optimum efficiency and productivity; Provides day-to-day work direction; Schedules and approves vacation and overtime; May be a project or process manager without direct reports responsible for influencing and coordinating with non-reporting resources Supervision - Typically supervises non-exempt support and service employees Span Of Control/Complexity - Activities are relatively homogenous; generally only one shift or area is supervised by incumbents at this level Decision-Making Authority - In conjunction with higher management, ensures that work is performed consistently with CCI policies and procedures Financial - Contributes to development of an operating plan, budget, and performance goals (revenue and/or expense) for the work group(s) managed and the department of which it is a part. May manage elements/portions of a budget Consequence Of Error - Actions at this level can cause or prevent delays, inefficiencies, or unnecessary expenses and affect the efficiency and effectiveness of the people managed Typical Problems Solved - Identification/application of solutions is more likely to be based on similar prior experiences, not on ingenuity; problems are generally clearly defined Core Functions - Assigns and checks work, Provides guidance and training; Provides input to hiring, firing, layoff, promotion, reward, and other decisions; Manages overtime; Focused on maintaining steady workflow and productivity, meeting service/productivity standards, and resolving operational problems and handling disturbances Technical/Admin Work Performed - May spend up to 20% of time performing service, production, craft, or support work OR May manage a project or process that is more narrowly definedSalary/Benefits: Salary commensurate with experienceJob Location: Herndon, VAJob Number: 7078Company URL: http://www.cox.com/CoxCareer/Company Profile:As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best. Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.