About this role
Job Summary
Looking for a role where your leadership skills directly shape customer loyalty and drive business growth? In this position, you will guide a team of customer solutions agents, helping them retain and upsell Spectrum Business core products. Your coaching and management strategies will empower agents to deliver exceptional service and create lasting client relationships. Join Spectrum Business and make a measurable impact on our mission to become America’s leading service provider.
Responsibilities
How You’ll Make an Impact
- Supervise customer solutions agents to ensure consistently high standards of customer satisfaction and professionalism during every interaction
- Coach agents to achieve weekly and monthly retention goals through effective telephone-based save techniques
- Deliver insightful, data-driven feedback to management to enhance customer experience and boost retention rates
- Educate agents on business rules for retention including the use of promotions, credits and escalation procedures
- Guide agents to understand compensation plans and coach behaviors that improve save yield and commission potential
- Manage agent compliance with call handling metrics such as productive time, schedule adherence, handle time and after-call work
- Analyze performance data to recommend strategies for improving agent save outcomes
Working Conditions
- Office environment with the ability to work variable hours including weekends, holidays and split days off
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Minimum of associate’s degree in marketing, sales or related field or equivalent experience
Experience
- 3-5+ years of call center experience in customer service or phone sales
Skills
- Ability to read, write, speak and understand English
- Proven knowledge of cable communications products and services including video, data and voice
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