As the Supervisor of Retention, you will be at the helm of our recently established ACP (Affordable Connectivity Program) & Non-Pay call center operations. Your main duties involve leading the way in crafting strategies, refining enrollment procedures, enhancing eligibility verification methods, and providing top-notch customer assistance to bolster program engagement. Your pivotal role encompasses overseeing program execution, ensuring operational efficiency, and providing guidance to the team.

• Supervise and oversee the day-to-day operations of the BPO team.
• Ensure adherence to established processes, policies, and procedures.
• Monitor team performance and productivity metrics, such as call handling time, resolution rates, and customer satisfaction scores.
• Provide ongoing coaching, training, and feedback to team members to improve performance and skills.
• Conduct regular performance evaluations and goal-setting sessions with team members.
• Manage scheduling and staffing to ensure adequate coverage and meet service level agreements (SLAs).
• Handle escalations from team members and resolve complex customer issues efficiently.
• Collaborate with other departments or teams to address cross-functional issues and improve processes.
• Implement quality assurance measures to maintain service standards and compliance with regulations.
• Generate reports and analyze data to identify trends, areas for improvement, and opportunities for optimization.
• Foster a positive work environment that promotes teamwork, motivation, and employee engagement.
• Stay updated on industry trends, best practices, and technologies related to BPO operations.
• Act as a liaison between the BPO team and upper management, communicating updates, challenges, and recommendations.
• Drive initiatives to enhance efficiency, productivity, and overall performance of the BPO team.
  

• Bachelor's degree in business administration, management, or a related field preferred, or relevant work experience.
• 5+ years' call center experience
• 3+ years' call center management experience and leadership of multiple cross-functional teams
• Previous experience in a supervisory or leadership role within a BPO environment, preferably in an internal BPO setting.
• Familiarity with FCC (Federal Communication Commission) regulations and benefit programs is a plus.
• Experience successfully working across levels and functional areas (i.e., technical, creative, and executive team)
• Strong understanding of BPO operations, processes, and best practices.
• Demonstrated ability to effectively manage and lead a team, including coaching, mentoring, and performance management.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with team members, clients, and stakeholders.
• Proven record of accomplishment of meeting or exceeding performance targets and service level agreements (SLAs).
• Experience in implementing and managing quality assurance programs to ensure service excellence and compliance with standards.
• Strong analytical and problem-solving skills, with the ability to identify trends, analyze data, and make data-driven decisions.
• Knowledge of relevant industry regulations, compliance requirements, and quality standards.
• Ability to adapt to a fast-paced and dynamic environment, with a focus on continuous improvement and innovation.
• Experience in developing and delivering training programs to enhance team skills and performance.
• Strong organizational skills, with the ability to prioritize tasks, manage time effectively, and manage multiple responsibilities simultaneously.
• Customer-centric mindset with a commitment to delivering exceptional service and satisfaction.