Director Customer Retention

The Director of Retention Operations will be responsible for the execution of all operational aspects for our Inbound Retention Special Projects call centers, including ACP and Non-Pay prevention.

Job Summary 
The Director of Retention Operations will be responsible for the execution of all operational aspects for our Inbound Retention Special Projects call centers, including ACP and Non-Pay prevention. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of Altice USA, primarily for the B2C group. The role is cross-functional in nature, and the selected candidate will be expected to look broadly at factors that influence retention, such as pricing, policy, and product capabilities.

Responsibilities
Manage staffing levels across multiple BPO groups as dictated by expected call volume in accordance with staffing objectives to ensure achievement of operational objectives within call center operations
Requires comprehensive Agent/Supervisor/Manager compensation plan with strategic use of incentives for sales/save efficiency plus other non-financial means of employee recognition; ongoing agent or BPO level feedback on call monitoring results
Oversee and direct sales/retention operations to ensure that all customer activities and interactions are handled fairly and effectively.
Establish policies and procedures, in accordance with consumer laws, to provide necessary customer service and promote good customer relations.
Oversee the execution of the training program and personnel to ensure technical and soft skills of the call center representatives are up to date.
Assist Senior Leadership in attaining operational objectives by supplying relevant analysis of operation performance data, as well as developing recommendations and action plans to address issues, including quality, productivity and fiscal objectives
Affordable Connectivity Program (ACP): Spearhead the company's CX involvement in the ACP, ensuring compliance with program guidelines, and leveraging available resources to expand affordable broadband access to underserved communities within our base.
Customer Non-Payment Retention: Lead efforts to develop and implement innovative strategies to reduce customer non-payment issues, including collection, debt management, and credit risk mitigation.

Qualifications 
Bachelor's degree in a related field. MBA preferred
Minimum seven (7) years’ Cable customer service/call center experience consulting, strategic planning, Outbound & Retention Sales
7+ years Sales operations management experience
7+ years Call center management experience
7+ years Leadership of multiple cross-functional teams
Experienced BPO rate & service level negotiations; Onboarding of new BPO’s; campaign/project launches
Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)
Strong computer skills including Microsoft Word, Outlook and with special consideration for advanced Excel and PowerPoint
Proven ability to increase contact rates and yield to ensure goal achievement
Success in meeting deadlines