Retention Supervisor

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

Call Center Retention Supervisor – Join our onsite team! We are looking for an experienced Retention Supervisor who specializes in growing and developing successful Retention Teams! This role is responsible for providing coaching and support for approximately 15 direct reports, in a call center environment. Must have sales savvy with superior retention skills and the ability to multi-task and support representatives with educating our home warranty customers on the value of our service.

The ideal candidate will be comfortable in a fast paced call center environment and able to model effective Retention Sales skills, while working with our team in delivering world-class service. Report to, and work directly with senior management in the continuous development of the Retention Department. Work with the fastest growing privately owned home warranty company in the nation – Choice Home Warranty!!

Responsibilities:

• Consistently improve retention rates and achieve team retention goals.
• Supervise real-time call center team to ensure we meet all KPI’s and service level targets
• Monitor call metrics; track effectiveness in call time, quality and customer experience
• Conduct feedback sessions with team members using recorded calls as learning tools
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Communicate customer issues with the management team and devise ways of improving the customer experience, including resolving problems and complaints
• Communicate all operating policies, changes, and issues at department meetings
• Maintain a safe, healthy and productive work environment by establishing, enforcing standards and procedures
• Prepare weekly, and monthly KPI reports for submission to executive management
• Meet or exceed operation’s labor budget expectations
• Accomplish organizational goals by suggesting bold or innovative ideas in the spirit of constant improvement

Requirements:

• 3+ years supervisory experience with front-line retention/sales representatives
• Strong interpersonal skills
• Highly proficient in Excel and other Microsoft Office products
• Proven history of process improvement at an organizational level
• Experience working with large and diverse employee base
• Bachelor’s degree preferred, but not required
• Open to working flexible hours in accordance with business needs
• ONSITE POSITION AT ALL TIMES

We offer competitive pay and bonus incentives, benefit package including health, dental, vision, paid time off, 401k, beautiful, energized, fun office environment, and a dedicated team of professional managers.Location: Sunrise, FL 33323

Our Mission

is to provide property owners with peace of mind by offering a high quality, easy and affordable ways to protect their most valuable asset - their home.

About Choice Home Warranty

:

Founded in 2008, Choice Home Warranty is the fastest growing privately owned home warranty company in the nation, consistently earning placement on the Inc. 5000 list for the last six years. As we grow, we continue to seek out passionate, driven professionals who share our mission, vision and core values – people looking to bring their insight and abilities to an organization that values intelligence, ingenuity, integrity, and the pursuit of excellence.