VP Retention

Spectrum Auburndale , FL 33823

Posted 2 months ago

VP of 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 analyses.

  • 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

  • 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 ExperienceNumber of Years

  • Sales & Retention Center/Customer Operations experience 12
  • Leadership experience 10
  • Cable industry experience preferred

WORKING CONDITIONS

Normal office environment

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.

Business Unit: Marketing


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