Supervisor - Residential Retention, Contact Center

Job Description

Supervisor – Residential Retention, Contact Center

Eagle, Vyve and Northland are leading broadband Internet providers serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.

Job Summary:

The Retention Sales Supervisor is responsible for leading, coaching, and supporting a team of Retention Sales Representatives (RSRs) to meet and exceed sales and retention goals. This role is a key driver in maintaining high performance, ensuring quality service, and fostering a positive and motivating team environment. The Supervisor ensures consistent execution of customer retention and sales processes, monitors performance metrics, and facilitates ongoing training and development. Our employees build connections with people daily with an attitude for helping and exceeding customer expectations!

Job Duties and Responsibilities:

Provide daily supervision, coaching, and support to a team of Retention Sales Representatives.

Exhibits strong understanding and knowledge of contact center operations.

Ensures that the goal of gaining, retaining and exceeding customer expectations is being achieved by contact center employees on a consistent daily basis.

Works with the management and training department to ensure representatives are receiving training and development to include troubleshooting, policy/procedure, campaign offers, and any updates needed to support and service customer base.

Log and track pertinent data to provide relevant feedback for ongoing operational efficiencies.

Maintain current and accurate monitoring statistics and performance metrics.

Maintain professional working relationships with personnel from all departments.

Demonstrates advanced proficiency in all Vyve Broadband products, procedures and policies.

Monitor individual and team performance to ensure achievement of daily, weekly, and monthly sales and retention targets.

Conduct regular performance evaluations and provide feedback focused on improvement and growth.

Makes initial determination regarding whether an employee under his/her direction and supervision should be counseled and/or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).

Prepares, conducts, or gives input to performance evaluations for employees under his/her direction which is considered by the Company in determining annual merit increases.

Lead team huddles, training refreshers, and one-on-one development sessions to enhance retention and sales skills and customer engagement strategies.

Coaches and counsel employees in conflict resolution with internal and external customers.

Analyze call metrics, sales conversion rates, and customer retention data to identify trends, areas for improvement, and coaching opportunities.

Ensure proper adherence to established retention and sales processes and ethical selling standards.

Collaborate with quality assurance and training departments to support process improvements and maintain high service standards.

Assist with onboarding and mentoring of new team members.

Handle customer escalations with professionalism and a solution-oriented mindset.

Participate in calibration sessions, quality assessments, and department-wide initiatives.

Promote a culture of respect, accountability, and teamwork.

Perform administrative tasks including scheduling, reporting, and timecard approval.

Reviews and approves employee schedules, which includes requested time off and ensures sufficient staffing levels through scheduling and overtime assignment as needed.

Participates in special projects and performs other duties as assigned.Required Qualifications:

High School Diploma or equivalent required; Associate’s or Bachelor’s Degree preferred.

Minimum 5 years of experience in a customer-facing, retention/sales-focused environment, including at least 2 years in a leadership or coaching role.

Strong understanding of sales and retention principles, with proven ability to meet or exceed performance goals.

Excellent interpersonal and communication skills, both verbal and written.

Proficient in Microsoft Office and experienced with CRM/call center platforms.

Strong analytical skills and attention to detail.

Demonstrated ability to lead by example and drive team engagement.

Ability to handle multiple projects and prioritize.

Ability to work in a fast-paced environment.

Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff.Preferred Qualifications:

3+ years in telecommunications/cable industry experience.

3+ years methods and procedures documentation and development.

3+ years GLDS/Broadhub or comparable billing system experience.

1+ years Salesforce experience.Shift(s):

Must be flexible with the ability and willingness to work late evenings, weekends, and certain holidays.

Physical Job Description:

Active verbal/typing communication in virtual environment, 8 to 9 hours each scheduled workday. Sitting and standing positions 8-9 hours each scheduled workday.

WE PROUDLY OFFER:

A friendly and fun work environment.

Communication and training.

Great benefits package.

Employees that live in our markets are eligible for courtesy cable including free or reduced priced video, internet, AND voice services.

A culture that encourages growthEqual Opportunity Employer. Pre-employment drug test, motor vehicle record and background check required.

Vyve Broadband, Northland Communications, and Eagle Broadband are equal opportunity employers and do not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, handicap, disability, marital status, veteran status, reserve or National Guard status, or any other status protected by applicable law.

The above is a summary of responsibilities. Vyve anticipates the job responsibilities described herein may change from time to time as the needs of the system are developed.

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