Customer Retention Team Lead

Spectrum

Overland Park (KS)

On-site

USD 60,000 - 85,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Spectrum, a leader in communications, seeks a Supervisor, Customer Solutions to guide a retention-focused team delivering Video, Data and Phone services. You will coach agents, analyze performance, and ensure compliant handling of promotions and escalations.

Responsibilities include driving customer satisfaction, managing schedules, and providing actionable feedback to achieve retention and sales goals. This role requires strong leadership and exceptional communication in a fast-paced call

Qualifications

3+ years of call center experience in customer service or phone sales.
Associate degree in marketing, sales or related field or equivalent experience.
Strong English reading, writing and speaking skills.
Ability to coach and supervise agents to achieve retention and sales goals.

Responsibilities

Lead and coach retention agents to ensure customer satisfaction and professionalism.
Monitor agent performance and provide actionable feedback for retention goals.
Educate agents on promotions, credits, and service escalations to stay compliant.
Analyze metrics and recommend strategies to improve retention and productivity.
Manage adherence to call handling metrics including scheduling and after-call work.
Instruct agents on competitor products for effective Spectrum comparisons.
Resolve challenging calls and support agents in issue resolution.