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.
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
What the Team is Saying
Optimum Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes medical, dental, and vision from day one, alongside company‑paid life/AD&D and short‑ and long‑term disability. Mental health support is included, and overall breadth is described as solid for a large telecom.
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Wellbeing & Lifestyle Benefits — Discounted (often free in‑footprint) internet/TV/mobile is a distinctive perk, complemented by wellness programs, EAP access, commuter benefits, and pet/auto/home insurance options. Tuition reimbursement and university partnerships add meaningful lifestyle and development value.
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Leave & Time Off Breadth — Paid time off, sick leave, paid holidays, and volunteer time are part of the package. Parental leave and family medical leave further expand the time‑off offering.
Optimum Insights
What We Do
We Make a Difference Because We Are the Difference! At Optimum, we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers, we're building the future of connectivity through innovative services like Optimum Fiber Internet, Optimum TV, and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers We’re a team of bold thinkers, curious leaders, and collaborative problem-solvers, united by a culture that values inclusion, innovation, and impact. At Optimum, every voice matters, every idea counts, and every team member has the opportunity to grow, lead, and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts, we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact, ensuring that our efforts resonate far and wide. From our products and services to our community impact, we are creating connections, driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!
Why Work With Us
Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network, reimagining our products, and building a culture where people thrive. With nearly 4.5 million customers across 21 states, we’re transforming fr
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Optimum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
