Supervisor, Customer Retention

Inbound Retention Supervisor

We are seeking an experienced and performance-driven Inbound Retention Supervisor to lead and support our residential retention call center team within the Dallas metro area. This role is responsible for overseeing daily inbound retention operations, driving employee performance, and ensuring customer interactions are effectively managed to maximize customer retention, revenue growth, and service satisfaction.

The ideal candidate is a strong leader who thrives in a fast-paced, evolving environment and is passionate about coaching, developing, and motivating team members to deliver exceptional customer experiences. This individual will play a key role in executing retention strategies, improving customer loyalty, monitoring operational and performance metrics, and fostering a high-performing, customer-focused culture that supports long-term business success.

Key Responsibilities

• Supervise, coach, and motivate a team of inbound retention representatives to meet and exceed retention, save rate, revenue, and customer experience goals and key performance indicators (KPIs)
• Monitor call quality, retention performance, productivity, and customer interaction metrics; provide ongoing feedback, coaching, and development opportunities
• Lead by example through strong customer engagement, problem-solving, and a commitment to delivering exceptional customer experiences that drive customer loyalty and retention
• Manage escalated customer concerns, billing disputes, service-related issues, and cancellation requests in a timely, professional, and customer-focused manner
• Conduct regular team meetings, one-on-one coaching sessions, call reviews, and performance evaluations to support employee growth and accountability
• Develop and implement strategies to improve customer retention rates, save performance, customer satisfaction, and revenue preservation
• Ensure team compliance with company policies, procedures, retention guidelines, and quality standards
• Analyze retention reports, customer trends, churn drivers, and performance data to identify gaps, opportunities, and process improvements
• Support recruiting, interviewing, onboarding, and training of new inbound retention representatives
• Partner with leadership on retention forecasting, performance goals, workforce planning, and continuous improvement initiatives
• Guide the team in identifying customer needs and presenting appropriate retention solutions, service options, and value-based offers to retain customers
• Ensure representatives set clear and accurate expectations regarding services, billing, promotions, troubleshooting steps, and resolution timelines
• Foster a positive, high-performing, and customer-focused team environment centered on accountability, engagement, and employee development
• Perform additional duties and responsibilities as assigned

Qualifications

• 35+ years of inbound sales, call center, or inbound retention experience
• Prior supervisory, team lead, or people leadership experience required
• Strong leadership, coaching, and employee development skills
• Demonstrated success in meeting or exceeding retention targets and performance goals
• Excellent verbal, written, and interpersonal communication skills
• Strong problem-solving, decision-making, and conflict resolution abilities
• Demonstrate a Go-Getter attitude with transferable skills
• Proficiency with CRM systems and call center platforms (CSG, Five9 and Sugar CRM experience preferred)
• Strong analytical skills with the ability to interpret performance metrics and identify actionable insights
• Ability to thrive in a fast-paced, results-oriented environment
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Flexibility to work evenings, weekends, or adjusted schedules as business needs require

Working Conditions

• Prolonged periods of sitting while working at a desk or workstation
• Occasional standing, walking, reaching, and use of hands for handling office equipment and tools
• Frequent communication via phone and computer-based systems
• Requires close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• Work environment may include an open/shared cubicle or collaborative workspace setting