Vice-President, Retention

Company: SPECTRUM
Location: Sebastian
Posted on: February 24, 2021

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