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Retention Strategy Ownership & Revenue Protection:
- Own retention performance across call center channels
- Translate company churn goals into actionable call center retention strategies
- Lead development and optimization of save offers
Call Center Leadership:
- Lead managers and supervisors responsible for frontline retention teams
- Establish clear performance expectations and KPI scorecards
- Drive consistent performance management routines
Data-Driven Continuous Improvement:
- Analyze cancellation drivers, call behaviors, and save outcomes
- Present retention insights and performance trends to executive leadership
- Collaborate with Product, Billing, Marketing, and Digital teams
Brightspeed
Brightspeed provides fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. They are backed by funds managed by Apollo Global Management to upgrade copper to fiber optic technologies, bringing faster and more reliable internet service to rural markets.