Spectrum Retention Manager (Bilingual-Spanish) - (Harlingen, TX)

Client Reference Code: 236294 JOB DESCRIPTION: The Retention Manager will oversee the day to day activities and performance management of in-house retention teams supporting customer retention efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and revenue retention goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer background and acceptable sales and retention performance. RESPONSIBILITIES: Provide day-to-day oversight for Retention efforts including management of a team of 4-6 supervisors and 50-70 retention agents. This includes day to day accountability, oversight, and management of rep productivity, call quality, retention performance, and employee issues for all assigned teammates.