Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Inbound Retention Sales Supervisor will oversee sales representatives and ensure that all representatives are meeting standards and guidelines.
Responsibilities

• Supervise a team of Retention Specialists to ensure success in meeting or exceeding departmental goals through training, coaching and motivation.
• Ensure competence and continuity of Retention Specialists through effective monitoring, coaching, and appraisal. Review and analyze Retention reports and develop effective strategies.
• Execute tactics to support the Retention objectives. These include ensuring staff are fully trained and coached to achieve optimal results, adhere to their schedules, have the proper tools and information to perform their jobs, enforcing Retention Standards, and the integrity of all Retention transactions.
• Monitor and coach agents for success and recommend offers or procedures to encourage customers to retain our services. Provide consistent coaching and development with the goal of improving their skills.
  • Ensure all policies and procedures are accurately implemented and enforced.
  • Review productivity stats and ensure agents are meeting guidelines.
  • Review QC reports and coach agents on necessary improvements in order entry processes
  • Develop and conduct weekly team meetings to communicate the mission, vision, values, and goals of the department and maximize information flow, continuity, productivity, and efficiency.
  • Communicate Field Communications, Process Alerts, and any relevant information.
  • Deliver feedback reports that provide detailed data and analysis on reasons for disconnection and recommendations on improving save yield.
• Participate in special projects and perform other duties as assigned.
• Maintain effective working relationships with internal and external contacts.
• Interview candidates and make recommendations for hire, rehire, or promotion. Review and approve employee schedules, which includes requested time off and ensure sufficient staffing levels through scheduling and assignment of overtime as needed.
• Coach and counsel employees in the area of conflict resolution with internal and external customers.

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Qualifications

• 2 - 3years of Retention experience (preferred)
• 2 - 3 years of Training/Mentoring experience (preferred)
• 1 year of Management experience (preferred)
• Must have the ability to multi-task in a Retention environment.
• Solid knowledge of IDA, DART, and KDB
• Solid knowledge of competitive landscape
• Strong Excel, Word, and Power Point skills
• English/Spanish Bilingual skills a plus
• Excellent interpersonal skills with emphasis on negotiating and problem solving
• Presentation/coaching skills
• Strong leadership, creativity, and analytical skills
• Strong interpersonal, organizational and time management skills
• Ability to multi-task in a fast paced environment, act with a sense of urgency, and interface with all levels of the organization

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $48,949.00 - $80,416.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Nearest Major Market: New Jersey