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Manager, Residential Retention

at Spectrum

Posted: 6/25/2020
Job Status: Full Time
Job Reference #: 1526650
Keywords: supervisor

Job Description

Business Title
Mgr, Resi Retention

Posting Location
United States - Texas - Austin

Posting Job Description
The Spectrum Retention Manager will oversee the day to day activities and performance management of in-house retention teams supporting in-bound 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.
Actively and consistently support all efforts to simplify and enhance the customer experience
Develop and implement retention tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting. 
Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.
Continually review, track and analyze retention programs and existing customer base profiles for opportunities and gaps.
Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer retention programs.
Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance. 
Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.
Develop weekly retention performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries. 
Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.

Ensure competence and continuity of Retention Representatives and Retention Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools. 
Develop accountability standards and manage employee productivity and performance.  
Encourage feedback  to cultivate a best-in-class knowledgeable and customer-oriented team environment.
Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.    
Partner with the KMAs/Field Representatives on disconnect processes  with specific focus on better retention of non-pay customers and field saves.
Present to Sr Management and/or Leadership Team, as required.
Perform other duties as requested.

Skills / Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to listen to and interpret the needs of customer and sales personnel
Ability to deal with the public in a professional manner
Ability to make decisions and solve problems while working under pressure
Ability to prioritize, organize effectively, and handle multiple projects and tasks.
Ability to supervise and motivate others
Ability to maintain high level of self-motivation
Ability to work in diverse and challenging atmosphere
Working knowledge of personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Knowledge of cable television products and services
Knowledge of cold call sales skills
Bachelor's degree, customer service or related field, or equivalent experience
Related Work Experience
Five or more years of demonstrated success in consumer credit/collection business management.
Knowledge of cable television and associated billing systems is strongly preferred.

Office environment
Travel required, approximately 15%


Requisition #

Job Code
SRT500 Mgr, Resi Retention Exempt

Position Type
Full Time

Area of Interest
Customer Operations, Inside Sales, Sales

Business Unit

2433 Rutland Dr Suite 300

FCC Unit

Account Code

Controlling Establishment ID
00506 - Austin Rutland Dr

More on Spectrum
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Work State

Work City
Texas - Austin

Posting Job Title (Do Not Exceed 250 Characters)
Manager, Residential Retention

Zip Code