Onsite Retention Team Lead - Call Center Growth

Choice Home Warranty; Florida; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Paid time off

401k

Office environment

Job summary

Choice Home Warranty in Sunrise, FL is seeking an experienced Call Center Retention Supervisor to coach a team of about 15 direct reports in a fast-paced onsite setting, focusing on retention growth and exceptional service.

You will model retention sales, monitor KPIs, and partner with senior management to continuously develop the Retention Department. The role requires strong Excel skills, a sales mindset, and the ability to educate customers on our value.

Qualifications

• 3+ years supervisory experience in retention/sales
• Strong interpersonal skills required
• Proven history of process improvement at an organizational level
• Experience managing a large and diverse team
• Bachelor’s degree preferred but not required

Responsibilities

• Consistently improve retention rates and achieve team retention goals.
• Supervise real-time call center team to meet KPI and service level targets.
• Monitor call metrics; track time, quality and customer experience.
• Conduct feedback sessions using recorded calls as learning tools.
• Prepare call center performance reports and analyze data/trends.
• Communicate issues to management and devise ways to improve customer experience.

Skills

Retention sales leadership

Interpersonal skills

Process improvement

Team supervision

Education

Bachelor's degree preferred

Tools

Excel

Microsoft Office

Job description

Choice Home Warranty in Sunrise, FL is seeking an experienced Call Center Retention Supervisor to coach a team of about 15 direct reports in a fast-paced onsite setting, focusing on retention growth and exceptional service.

You will model retention sales, monitor KPIs, and partner with senior management to continuously develop the Retention Department. The role requires strong Excel skills, a sales mindset, and the ability to educate customers on our value.