Supervisor, Call Center, Customer Retention/Billing

JOB SUMMARY:

Leads and supervises a group of up to 20 customer Retention/Billing inbound call center Sales Support Professionals in the day-to-day operations of the customer Retention/Billing program in order to increase customer retention rates, increase customer loyalty and increase customer buy rates for client services. Implements new team objectives and participates in the development of policies and procedures.

DUTIES & RESPONSIBILITIES:

? Maintain day-to-day operations of customer retention/billing program within the team.

? Implement customer retention program with ongoing measurements to determine success.

? Analyze and resolve customer issues and escalations quickly.

? Save/retain basic, digital, high speed and dial up customers.

Maximize renewals from existing customer base.

? Work with other teams to resolve issues which affect customers.

? Provide leadership and direction to Sales Support Professionals. Coach, motivate and develop the retention team.

? Select and hire staff, manage performance and administer salary incentive plans.

? Work with the Retention Manager to develop and manage client relationship.

? Determine needs and plan necessary training.

? Motivate team to surpass all company and client critical metrics, including quality (customer satisfaction), financial and quantitative goals, etc.

? Ensure physical operational needs of the team are met.

? Coordinate and lead team meetings and goal setting sessions.

? Participate in meetings including supervisor meetings, operations review meetings, client meetings, client conference calls and client visits as required.

? Develop and administer work schedules. Including managing attendance, monitoring and approving exceptions as well as reviewing and approving timecards.

? Monitor, coach and counsel agents in an ongoing development process. Execute disciplinary action when necessary.

? Provide timely feedback on development opportunities, problem resolution techniques, and technical knowledge.

? Prepare and deliver regular performance evaluations.

? Ensure effective staff motivation and recognition.

? Regularly monitor and manage the queue, shifting appropriate resources when necessary. Act as a Sales Support Professional during minor service interruptions.

? Implement new projects as required.

? Help to create departmental policies and procedures.



REQUIREMENTS:

? Minimum two years of leadership experience, preferably in a Retention/Sales call center environment.

? Bachelor's Degree preferred.

? Proficient with personal computing systems and Microsoft desktop applications as well as queue monitoring software.

? Excellent verbal and written communication skills.

? Skill in providing outstanding customer service through support of escalated customer issues.

? Ability to defuse situations, get to the issue and solve the problem.

? Skill in time management and multi-tasking.

? Skill in providing constructive feedback to others and proven success in motivation and leadership.

? Ability to interview applicants and participate in the selection process.

? Ability to deliver performance appraisals to team members.

? Ability to help others develop necessary skills and serve as a mentor and resource to other agents.

? Demonstrated ability to thrive in environments characterized by rapid growth and change.

? Possess high level of individual initiative, motivation and ability to drive performance of assigned team.

? Ability to anticipate, prevent and solve problems.



Equivalent education or experience may be substituted for any of the above.