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Vice President, Retention

at Spectrum

Posted: 10/10/2019
Job Status: Full Time
Job Reference #: 1485977
Keywords:

Job Description

Business Title
VP, Retention

Posting Location
United States - Texas - Harlingen

Posting Job Description
JOB SUMMARY
The 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
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


Requisition #
248729BR

Job Code
XSA125 VP, Retention Exempt

Position Type
Full Time

Area of Interest
Customer Operations, Sales

Business Unit
Marketing

Location
2921 S Expressway 83

FCC Unit
13551

Account Code
K75-54831-660

Controlling Establishment ID
00150 - Harlingen S Expressway 83

More on Spectrum
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.

Work State
Texas

Work City
Texas - Harlingen

Posting Job Title (Do Not Exceed 250 Characters)
Vice President, Retention

Zip Code
78551