SUPPORT SERVICES GROUP is a multinational CX Services company that provides Consulting, BPO, and Contact Center services, with a presence in more than 10 countries around the world.
We are seeking a skilled and motivated Program Manager to lead our team in preserving and enhancing customer relationships. As an Outbound Retention Manager, you will play a crucial role in developing and implementing strategies to retain existing customers through outbound communication efforts. This position requires a leader with a strong understanding of customer retention principles, excellent communication skills, and a proven track record in managing outbound retention initiatives.
Responsibilities will include: Lead and inspire a team of outbound retention specialists to preserve and strengthen customer relationships.Provide coaching, mentorship, and ongoing training to enhance the team's skills in customer retention strategies.Foster a positive and customer-centric team culture, encouraging proactive communication and problem-solving.Collaborate with the reporting teams to develop effective outbound retention strategies.Lead managementAnalyze customer data and feedback to identify opportunities for improvement and implement targeted retention efforts.Develop personalized communication plans to address customer needs and concerns.Establish key performance indicators (KPIs) for the outbound retention team and regularly assess individual and team performance against these metrics.Utilize data and analytics to measure retention initiatives' effectiveness and identify improvement areas.Streamline and improve outbound retention processes to enhance efficiency and customer satisfaction.Implement best practices and continuously seek ways to optimize workflow and resource allocation.Build and maintain strong relationships with key clients through effective communication and targeted retention efforts.Address customer concerns, resolve issues, and proactively seek ways to enhance customer loyalty.Qualifications: Proven experience in outbound retention management, with a successful track record in preserving and enhancing customer relationships.Strong leadership and team management skills.Excellent communication and interpersonal abilities.Analytical mindset with the ability to leverage data for decision-making.Knowledge of CRM systems and customer engagement tools.Results-driven with a focus on continuous improvement.Support Services Group is a CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
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