Contact Center Retention Supervisor

RUI is a customer experience management and demand generation company with over three decades of experience supporting diverse brands through strategic outsourcing solutions. As expert brand ambassadors, RUI focuses on delivering consistent, high-quality customer experiences that strengthen relationships and drive measurable business outcomes. The company designs engagement and growth strategies that enhance customer satisfaction and promote long-term brand loyalty, creating an environment where team members contribute directly to client success.Role Description We are seeking an experienced team member for an open full-time, on-site role based in Hermosillo, SON, contact center Retention Supervisor.The Contact Center Retention Supervisor is responsible for leading a focused contact center team to meet and exceed performance targets. This role oversees day-to-day operations, including monitoring call activities, coaching team members, and ensuring adherence to call flows and processes, quality standards, and compliance requirements. The supervisor analyzes performance metrics, identifies areas for improvement, and implements improvement plans, customer satisfaction, and overall team effectiveness. Additional responsibilities include managing schedules, handling escalated customer issues, collaborating with leadership, and providing regular performance feedback and reporting. The role requires a consistent presence on the contact center floor to support agents, foster engagement, and maintain a positive, results-driven work environment.Responsibilities· Lead and motivate a team of representatives to achieve targets related to retention and customer satisfaction, retain or regain customers.· Monitor calls and conversations for quality assurance and provide regular feedback for improvement.· Develop and implement strategies to maximize productivity and performance.· Conduct regular performance evaluations and provide coaching as needed.· Collaborate with Workforce and Quality departments to optimize processes and drive team success.· Obtain customer information and enter data into various CRM systems.· Comply with federal and state regulations, as well as company and client policy, concerning the handling of confidential consumer information.Qualifications· Proven experience in customer retention, loyalty or similar with at least 2 years in a supervisory role.· Persuasive, not aggressive.· Proficient with technology applications: Email, internet browsers, search engines, and data management systems.· Excellent communication and leadership skills.· Strong analytical and problem-solving abilities.· Strong attention to detail.· Goal-oriented and self-motivated.· Proficiency in CRM software and the Microsoft Office suite.· Schedule availability, including weekends and holidays.