Vice-President, Retention
Company: SPECTRUM
Location: Sebastian
Posted on: February 24, 2021
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Job Description:
JOB SUMMARY
The Spectrum Vice-President, Retention is responsible for leading
the Retention Call Center, including all activities that contribute
to the retention of customers and enhancing the customer
experience. Lead and direct the center's retention, quality,
workforce management, IT, training delivery, human resources and
operational functions. Work with the business unit leaders to
evolve the long-term business strategy, consistent with
organizational and corporate goals and objectives.
MAJOR DUTIES AND RESPONSIBILITIES
Develop and implement retention strategies and best practices to
achieve and/or surpass product and customer relationship
retention
Responsible for executing retention playbook and protect customer
relationships, all lines of business, and revenue
Actively and consistently support all efforts to simplify and
enhance the customer experience
Drive the attainment of key performance indicators, including
service level, quality, revenue, productivity and efficiency,
reliability, and attrition objectives
Responsible for the budget process, including managing departmental
expenditures and remaining within budget guidelines
Oversee processes and procedures, work order accuracy, quality, and
adjustments; ensure a high level of customer satisfaction and an
optimal customer experience
Direct hiring and staffing for call center based on workforce
capacity and schedule adherence requirements
Oversee employee evaluation, development and performance management
processes.
Ensure effective and impactful delivery of training to front-line
customer facing employees
Foster a culture of consistency, accountability and continuous
improvement
Attract and retain highly effective management and supervisory
staff through mentoring, coaching, development, appraisal and
motivation techniques
Assist in the preparation and management of capital budget,
operating budget, and expense management for assigned area
Analyze performance data to drive improvements through methods,
procedures and enhancements
Drive strategy initiatives and oversee internal team/stakeholder
participation
Identify future needs within the marketplace and qualify
opportunities for new offerings based on fact-based, market-driven
insights and analysis
Establish and enhance metrics for measuring the performance of
initiatives
Translate corporate strategies and priorities into short- and
mid-term objectives for the function
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English and Spanish
fluently
Strong customer focus and proven customer advocacy
Knowledge of key elements that comprise the end-to-end customer
experience
Ability to communicate orally and in writing, in a clear and
straightforward manner
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven
presentations
Ability to make decisions and solve problems while working under
pressure
Ability to prioritize and organize effectively
Proven track record of developing staff and maintaining a high
standard of employee relations
Ability to use personal computer and software
Knowledge of broadband products and services
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Ability to effectively manage large and complex projects
Ability to align systems, programs, and people with the company
strategy and culture
Strong leadership ability
Ability to serve as a visionary and think strategically
Ability to lead large change initiatives
Ability to foster teamwork and build a strong culture of
collaboration
Education
Bachelor's degree required; Master's degree preferred
Related Work Experience
12 years of Sales & Retention Center/Customer Operations experience
Leadership experience
10 years of Cable industry experience preferred
WORKING CONDITIONS
Normal office environment
For more information on Spectrum's benefits, please click .
Keywords: SPECTRUM, Edinburg , Vice-President, Retention, Executive , Sebastian, Texas
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