To apply, please click the link below:
/careers/124
We are seeking a skilled and experienced Customer Retention and Quality Assurance Supervisor to join our call center team. The primary responsibility of this role is to oversee the retention and quality assurance efforts of the call center, ensuring the highest level of customer satisfaction and retention. The successful candidate will have a strong understanding of call center operations, customer retention techniques, and quality assurance principles.
Key Responsibilities
Manage the current applications, outbound calling, retention and quality assurance team
Manage and oversee the customer retention efforts of the call center, including training, coaching, and performance management of retention agents.
Conduct quality assurance evaluations on calls, emails, and chats to ensure they meet company standards and provide feedback to agents for improvement.
Ensure prompt resolution of inbound tickets by managing and overseeing their handling process.
Analyze customer churn data to identify trends and opportunities for improvement in customer retention strategies.
Develop and implement customer retention strategies that align with business goals and objectives.
Collaborate with cross-functional teams to align customer retention metrics with overall business objectives.
Conduct customer surveys and gather feedback to identify areas for improvement and to ensure customer satisfaction.
Ensure that all agents are providing high-quality customer service and support that meets or exceeds customer expectations.
Implement and manage quality assurance processes to continuously improve the customer experience.
Develop and maintain strong relationships with internal stakeholders, including customer service, sales, and marketing teams.
Stay up-to-date on industry trends, best practices, and emerging technologies to improve customer retention and quality assurance strategies
Requirements
3+ years of experience in QA and customer retention, preferably in a supervisory role
Strong leadership skills and experience managing a team
Excellent analytical skills with the ability to interpret data and provide insights
Experience in developing and implementing customer retention strategies
Ability to work in a fast-paced environment and manage multiple priorities
Excellent communication skills, both verbal and written
Strong attention to detail and ability to manage complex processes
Proficient in Microsoft Office, particularly Excel
Experience working with CRM systems and other customer retention tools
Professional and confident demeanor.
Highly organized and detail-oriented.
Exceptional command of spoken and written English.
Proficient in Microsoft Office Suite, including advanced knowledge of Excel formulas.
Familiarity with Google Suite of applications.
Excellent troubleshooting, communication, and customer service skills.
Strong ability to quickly resolve problems.
Ability to perform well under pressure.
Self-motivated team player who can prioritize and manage deadlines.
Available for scheduled and ad-hoc calls, meetings, and chats during weekdays.
Other Requirements
A reliable high-speed internet connection with a minimum speed of 25Mbps.
A computer with a latest-model Core i3 or higher processor and at least 8GB RAM.
A quiet workspace that is conducive to video meetings and calls.
A good-quality noise-canceling headset.
Double monitors are preferred, but not required.
About Us
Anytime Mailbox, a worldwide trailblazer in the virtual mailbox industry, enables individuals, small businesses, content creators, and digital nomads to establish a real street address with a mailbox at over 1,800 locations across the planet. A virtual mailbox eliminates having to be at a physical location to get postal mail while ensuring you’ll never miss your mail. With our easy-to-use app, clients can view and manage their postal mail & packages from anywhere in the world and decide whether they want their mail forwarded, scanned, shredded, or thrown away.
We are genuinely decentralized. Embracing work at home since 2013, we appreciate the value of a flexible schedule and work-life balance. We trust our team members to achieve our common goals that have enabled consistent, rapid promotion from within, long-term relationships, and 100% job satisfaction. Because we are at the starting point of our clients’ endeavors, our diverse team members enjoy a shared sense of excitement in solution building. Want to join a team enabling our clients to achieve their dreams?
Our Culture
Our company culture is focused on creating a sense of family within our team. We believe that by fostering a supportive and collaborative environment, our employees are better able to thrive and achieve their goals. From company-wide events and team-building activities to daily check-ins and one-on-one meetings, we prioritize open communication and support for our team members.
We strive to create a workplace where everyone feels valued and supported, regardless of their background or experience. Our commitment to diversity and inclusivity extends beyond just hiring practices – we work to ensure that our culture and policies reflect our values and promote a sense of belonging for all.
If you’re looking for a workplace that feels like family, where you can work with a team that supports and uplifts each other, then we encourage you to apply today. Let’s work together to create a workplace culture that fosters growth, collaboration, and success for all.
Apply today and let’s see how we can work together to achieve great things!
Apply today.
Follow this Link to Apply: /jobs/
Please note: While we value experience, we also recognize that true talent can come in many forms. These qualifications are meant to serve as guidelines, but we encourage anyone who feels they possess the necessary skills and abilities to apply. If you believe you have a unique talent that would make you an asset to our team, please do not hesitate to contact us. We are always eager to hear from exceptional candidates.
APPLY FOR THIS JOB:
Company: Anytime Mailbox
Name: Anytime Mailbox
Email: