Customer Retention Manager - East Region

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Customer Retention Manager - East Region

Job ID: 2021-27575
6151 Paluxy Road, Tyler, TX

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We’re not the only ones who have seen it; we’ve recently been recognized by Forbes as one of America’s Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Job Summary

The Retention Manager will oversee the Texas and New York call centers. Reporting into the Director of Retention for the East region, this manager is responsible for all save activity across the East footprint. The primary responsibility for managing our base of customers is to prevent churn and maximize growth opportunities.

  • Ensure competence and continuity of qualified Inbound Retention Sales agents through effective recruitment, selection, training, appraisal and motivation within the Texas and New York call centers.
  • Review and analyze performance reports and develop an effective strategy based on the data.
  • Maximize the overall save %’s, Revenue and RGU generation of the retention team through effective leadership and motivational skills.
  • Effectively manage offer usage and ARPU erosion on saves.
  • Monitor, evaluate, and track overall retention metrics performance to ensure budgeted goals are met.
  • Responsible for the customer experience of all contacts into the call center; ensure call monitoring is designed, implemented and continuous.
  • Provide direction to Inbound Retention Sales Management staff to achieve objectives and continued sales growth. Coach Inbound Retention Reps/Supervisors to ensure all retention goals are achieved.
  • Provides ongoing insight on the key performance metrics and drivers of our business to ensure the entire team is informed and focused on the most important factors affecting our customers.
  • Work closely with Inbound Retention Sales Supervisors to ensure all reps are trained, understand current campaigns, know all order entry procedures, are productive, etc.
  • Review sales reports to track rep and department’s improvements.

  • 5+ years of sales or related experience of Call Center Management experience required. Preferably large call center of 50+ employees with a diverse workforce working multiple shifts.
  • Bachelor’s Degree or equivalent
  • Thorough, in-depth, and proficient understanding of the key aspects of Inbound Retention specific to the cable industry, including the Retention / Sales process, procedures, compensation, incentives, position descriptions, staffing, hiring, and product knowledge.
  • Strong project management, organization skills and process management
  • Proven track-record of increasing customer retention rates
  • Experience creating and implementing pricing changes, customer onboarding, and customer retention processes
  • Demonstrated ability to analyze problems and probe facts.
  • Demonstrated ability to identify and question assumptions and find creative and effective solutions
  • Spanish bilingual is preferred
  • Ability to travel more than 25% of the time and successfully lead and inspire a virtual sales and retention force

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.