Mgr Retention Ops

Job Summary
The Manager of Retention Operations is responsible for overseeing the operational facets of our newly created ACP (Affordable Connectivity Program) call center operations. This role entails spearheading the development and implementation of strategies, streamline enrollment processes, optimize eligibility verification, and deliver exceptional customer support to drive higher participation. The Manager will play a key role in program implementation, operational excellence, and team leadership.
Responsibilities
• Lead and manage ACP Care Operations efforts to design and implement effective strategies to increase enrollment and contribute to the enhancement of customer experiences by ensuring seamless access to affordable broadband services.• Maintain optimal staffing levels across multiple BPO groups, aligning with projected call volume to achieve operational objectives within ACP Care Operations.• Contribute to the development and improvement of program processes, monitor performance metrics, identify opportunities for optimization and implement enhancements that drive operational efficiency.• Oversee the execution of the training program and personnel to ensure technical and soft skills of the Vendor call center representatives are up to date.• Assist Senior Leadership in preparing accurate and insightful reports on ACP's performance for regulatory bodies, and senior management, ensuring compliance with program guidelines, as well as developing recommendations and action plans to address issues, including quality, productivity, and fiscal goals.
Qualifications
Qualifications / Requirements/Experience• Bachelor's degree in a related field. MBA preferred• 5+ years Call center management experience• 5+ years Leadership of multiple cross-functional teams• Familiarity with FCC regulations and benefit programs is a plus• 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• Success in meeting timely deadlines• Willingness to travel and work overtime, and on weekends with short notice
Preferred Experience • Ability to communicate with all levels of management and external groups, both orally and in writing, including presentation skills• Ability to develop, communicate and implement complex plans, strategies and tactics effectively• Ability to analyze and interpret data• Ability to manage multiple projects and tasks• Ability to positively influence and persuade• Ability to work independently• Possesses advanced-products and services implementations skills• Demonstrated project management skills• Effective analytical PC skills• Strong knowledge of cable operations, customer care methods and new technologies