Retention Operations Manager

JOB SUMMARY

Responsible for leading the day-to-day operation of a large customer engagement focused on retaining customers in the broadband services industry. Responsibilities include exceeding Service level agreement (SLA) targets, employee development, service delivery, project direct and indirect expense management, customer satisfaction, and personnel management (Up to 125 employees).

We are looking to create a fun, energetic, and competitive contact center environment. The Retention Operations leader must be a energetic and highly engaged individual who takes pride in exceeding business targets.

ESSENTIAL FUNCTIONS

• Ability to create a healthy competitive working environment.
• Strong employee development skills, helping employees optimize their potential.
• Expertise in managing large teams in a contact center environment Up to 150 agents and 10 TLs
• Leads Customer retention team, ensuring all terms and conditions of the related contract(s) are achieved.
• Must have strong team building and leadership skills in a contact center environment.
• Key contributor in training and training design
• Ability to drive workforce compliance to process and schedules.
• Customer focused driver of high customer satisfaction, Net promoter and Quality scores.
• Must work directly with the client to ensure performance and staffing is at expected levels.
• Must create a strong working relationship and be a trusted advisor to the client.
• Data analysis to identify key issues and create strategic goal-based plans.
• Monitors and ensures budget profitability for assigned projects and provides periodic reporting as required by management.
• Maintains product and industry knowledge of assigned services to ensure highly skilled managerial leadership to staff.
• Develops and maintains an in-depth knowledge of the customer’s needs, business, organization, services, and staff.
• Collaborates with other Coforge leaders by integrating and engaging other Coforge business units or divisions when appropriate.
• Creates and plans strategies, actions and policies that directly or indirectly improve customer service, quality, resource, environment, etc.; ensures implementation when appropriate.
• Ensures that management, Customer Service personnel are properly qualified, trained and supervised to perform their assignments effectively and within defined financial and business objectives.
• Responsible for supervision of overall engagement and/or contract activity.
• Ensures compliance with the Quality Assurance System for all assigned engagements.
• Ensures the proper and timely handling of all personnel related matters such as performance assessments, employee development and discipline, team building activities and staffing.
• Supports the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to, quality, employee relations, compensation, and performance management.
• Leads in accordance with the Company Vision and Mission Statement
• All other duties as assigned

Job Type: Full-time

Pay: $32.00 - $34.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Charleston, WV: Relocate before starting work (Required)

Work Location: In person