What are the responsibilities and job description for the Retention Supervisor position at Connect America?
About the Company
Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalization, and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.
Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.
Position Summary
The Retention Supervisor is responsible for leading a team of Retention Specialists focused on reducing customer attrition and improving customer satisfaction. This role oversees daily operations, coaching, performance management, and strategy execution to ensure the team effectively resolves customer concerns and delivers a high-quality experience that strengthens customer loyalty.
Key Responsibilities
- Supervise and support a team of Retention Specialists handling inbound and outbound customer interactions.
- Monitor team performance against KPIs such as save rate, customer satisfaction (CSAT), call quality, and productivity.
- Conduct regular coaching sessions, performance reviews, and development planning for team members.
- Review escalated customer concerns and provide resolution support.
- Analyze retention trends, identify churn drivers, and recommend process improvements.
- Collaborate with Customer Experience, Sales, and Operations teams to improve customer retention strategies.
- Ensure adherence to company policies, compliance requirements, and quality standards.
- Assist with training, onboarding, and ongoing skill development of retention staff.
- Track and report retention metrics and team performance to leadership.
Required Qualifications
- Hight Diploma or equivalent
- 3 years of experience in customer retention, customer service, or call center operations
- 1-2 years of supervisory experience
- Strong coaching, conflict resolution, and communication skills
- Experience managing performance metrics and KPIs
- Ability to handle customer escalations and complex service situations
Preferred
- Familiarity with CRM systems and call center tools
- Data-driven mindset with ability to analyze performance trends
Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.