Customer Retention Manager

TCC • Fishers, IN

11d • Remote

About The Position

Lead a dynamic team focused on growing customer retention and driving retail traffic to our fleet of locations across the country. This critical role helps support call center operations, outbound activities, retail appointment setting, and sales goals with a team of 8 agents. By demonstrating strong leadership abilities, your group will achieve team goals, continued development, and effective coaching to drive best-in-class customer experiences. In addition to supporting your team, you will also have access to individual sales opportunities to further your earning potential.

Requirements

• Ability to work independently and as a team.
• Ability to stay extremely organized.
• Capable of prioritizing and multi-tasking.
• Excellent communication skills; oral, written, facilitation and presentation.
• Passion to help people and enrich their lives.
• Efficient in routine usage of Microsoft family of products.
• Genesys Cloud or other

Nice To Haves

• 2+ Years College Preferred
• Previous Call Center Experience Preferred
• Previous Wireless Retail Experience Preferred

Responsibilities

• Manage a team of 8 agents and lead with purpose.
• Perform a high volume of individual outbound activities.
• Create customer appointments and sell over the phone when needed.
• Support staffing responsibilities within your group.
• Assist with training and onboarding of new staff along with continued education with tenured agents.
• Effectively coach employees.
• Evaluate/audit call recordings.
• Participate in Agent Performance Reviews
• Monitor Time/Attendance within team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed