Retention Manager - Ontario

A pioneer in the cable industry, Time Warner Cable owns and manages the most advanced, best-clustered cable television operations in the country, with nearly 85% of its 14.4 million customers located in five geographic regions: New York, Texas, Ohio, the Carolinas and southern California. As a leader in innovation and quality customer care, Time Warner Cable delivers advanced products and services such as video on demand, high definition television, digital video recorders, high-speed data and Digital Phone. Time Warner Cable increases choice and value for our customers, transforming the way they receive information and entertainment. Time Warner Cable is a subsidiary of Time Warner Inc. (NYSE: TWX).

We are currently seeking a Retention Manager for our Ontario call center.

MAJOR JOB DUTIES:
-Plan, develop, and administer customer service programs in adherence with customer service objectives.
-Provide management support for video and retention care center.
-Monitor customer service productivity in accordance with established policy to assure adherence and completeness in customer transactions.
-Prepare and control operating budget for customer service function and controls cost to help attain profit objectives and participate in the preparation of call center budget.
-Ensure competence and continuity of qualified customer service supervisors and customer service staff through optimum selection, appraisal, motivation techniques and learning and development.
-Conduct regular meetings with Customer Service Associates to maintain two-way communication and achievement of departmental objectives.
-Prepare, analyze and manage operation through statistical analysis of activity.
-Manage customer service based development and standards certification.
-Manage and coordinate the implementation of new products and technologies.
-Update/train and promote marketing campaigns and initiatives with call center. .
-Supervise a team of Customer Care Associates, including establishing performance goals, providing quarterly and annual performance reviews and supporting team and individual employee development.
-Partner with Team Manager to develop and lead an effective Customer Care Retention team to achieve clearly defined, realistic productivity goals.
-Promote retention strategies while fostering a competitive environment that enriches the customer experience.
-Partner with management and outlying groups to promote Retention efforts, increase competition awareness, overcome objections, and bridge gaps of opportunities to increase service results.
-Communicate and manage expectations for work adherence and compliance, work order accuracy and achievement of service level, utilizing reports and other call center technologies.
-Provide coaching and feedback on employee performance that insures consistency and a high level of customer service. Actively promote and motivate individuals and the team toward achievement of sales goals.
-Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth.
-Support team members in problem solving to attain first call resolution. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction.

WORK ENVIRONMENT:
Sitting and standing for long periods of time, typing and reading on a computer. Will be required to supervise employees (by walking through an assigned area), participate in meetings and interface with management. Will also be required to communicate on the telephone with customers, office personnel and field personnel. EOE M/F/D/V

Please visit us to apply online at www.timewarnercable.com/careers requisition #64703BR.
REQUIREMENTS
MINIMUM REQUIREMENTS:
-3-5 years experience in a call center environment, primarily focused on sales and retention.
-Previous experience as a supervisor or manager.
-Previous experience in a Customer Retention capacity.
-Excellent leadership, motivation and communication skills required.
-Subject matter expert on all company products, services and campaigns.
-Must have understanding of business operations including dispatch, field, plant, construction, collections, etc.
-Bachelor’s degree or equivalent experience in customer service and managerial positions. High school diploma or GED required.
-Some travel required.