Manager, Care and Retention
Core
Design and implement short and long-term strategies for customer retention and advocacy, leading a team of supervisors to manage agent performance, service levels, and operational processes.
Role type
Manager, Customer Retention and Operations
Builds
Retention programs, customer experience improvements, and team operational efficiency
Domain
Telecommunications / Customer Service
Required skills
Strategic planning, team leadership and coaching, budget management, process improvement, data analysis, change management, conflict resolution, performance management
Preferred skills
Entrepreneurial mindset, storytelling, cross-functional collaboration
Technologies
Google Suite, MS Office, Workforce Management software, Billing systems, Predictive dialer, CRM databases, Phone switches, Quality monitoring tools, IEX, Compass
Responsibilities
Lead culture evolution and people growth strategy; oversee revenue and operating budgets; provide day-to-day supervision and performance management for a team of supervisors; analyze agent/customer escalations to identify trends and drive process improvements; ensure service level standards and compliance with policies; liaise with Marketing and other departments to align retention strategies.
Seniority
Manager, hands-on leadership