Retention Supervisor

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Retention Supervisor

Job ID: 2021-29611
30 Knightsbridge Rd, Piscataway, NJ

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.


The Inbound Retention Trainer/Supervisor will oversee Retention new hires and tenured representatives to ensure they are meeting standards and guidelines. Act as an internal Retention expert and partner with all locations within Altice East and West to help assess, measure and enhance new hire and tenured agents' performance.

Act as the Mentor/Lead for new agents during the nesting period. Ensure newly hired employees have the necessary access to all systems needed to perform their functions. Partner with local managers to identify and analyze areas of opportunities. Support business goals and monitor Retention agent's overall effectiveness positioning AUSA products and services. Consult, train, mentor, and coach agents to sell or retain customer relationships, PSUs and revenue generating products and services. Execute local Retention training programs for existing agents (boot camps) and keep updated on new training methods and techniques as well as launches of new products and services. Assess and analyze business needs and submit recommendations on training plans and programs to enhance agents' knowledge and skills. Develop and maintain training materials related to sales and retention initiatives including presentations, job aids, participant handouts, virtual class materials, and other resources. Work cross-functionally between Altice Retention West and East to help measure, analyze and enhance channel performance. Assist the Retention Leadership with floor coverage as needed. Coordinate communication related to counter Retention initiatives, products, and processes. Effectively and efficiently coach others on specific Retention techniques. Performs all work-related tasks in a manner that is consistent with Altice Retention policies and procedures.

  • Monitor and coach reps for success and recommend offers or procedures to encourage customers to retain our services.
  • Ensure competence and continuity of qualified IRRs through effective monitoring, coaching, appraisal and motivation.
  • Ensure effective working relationships with internal and external contacts.
  • Review and analyze Retention reports and develop an effective strategy based on the data.
  • Execute tactics to support the Telemarketing objectives. These include ensuring the staff adheres to their schedules during all hours of operation, ensuring staff is fully trained and coached to achieve optimal results, enforcing all productivity and sales standards, ensuring reps have proper tools and information to perform their jobs, ensuring the integrity of all Retention transactions, and enforcing Retention Standards.
  • Monitor and coach reps with the goal of improving the representative's skills
    • Ensure that all policies and procedures are accurately implemented and consistently enforced
    • Ensure reps are adhering to their assigned schedules
    • Review productivity stats and ensure all reps are meeting guidelines
    • Review QC reports and coach reps on necessary improvements in order entry processes
    • Develop and administer weekly team meetings to communicate the mission, vision, values and goals of the Retention organization and to maximize information flow, continuity, productivity and efficiency
    • Communicate all Field Communications, Process Alerts and any relevant information to the group
    • Provide feedback reports that provide detailed data and analysis on reasons for disconnection and recommendations on improving save yield
    • Participate in special projects and performs other duties as assigned.
  • Review and approves employee schedules, which includes requested time off and ensures sufficient staffing levels through scheduling and assignment of overtime as needed.
  • Coach and counsel employees in the area of conflict resolution with internal and external customers.


  • 2 - 3 years of Retention experience (preferred)
  • 2 - 3 years of Training/Mentoring experience (preferred)
  • 1 year of Management experience (preferred)
  • Must have the ability to multi-task in a Retention environment.
  • Knowledge ofIDA, DART, and KDB
  • Knowledge of competitive landscape
  • Strong Excel, Word, and Power Point skills
  • English/Spanish Bilingual skills a plus
  • Excellent interpersonal skills with emphasis on negotiating and problem solving
  • Presentation/coaching skills
  • Strong leadership, creativity and analytical skills
  • Strong interpersonal, organizational and time management skills
  • Ability to multi-task in a fast paced environment, act with a sense of urgency, and interface with all levels of the organization
  • Provide expertise in development of new hires
  • Design and administer training programs for Retention
  • Identify training needs and provide recommendations on training programs
  • Work with managers and supervisors to create customized training programs as needed

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 .

Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.