Retention Specialist

Fully proficient

Explorador de carreras · Customer Operations & Contact Centers · Customer Retention

IC2 · Professional / IntermediateContribución individualProfessional / Intermediate

Standard where business need supports the level

Qué implica el puesto

Autonomía: Works independently on defined work
Alcance: Features, analyses, cases, campaigns, accounts or processes
Horizonte de tiempo: Weeks to months
Experticia y criterio: Selects appropriate methods; solves routine-to-moderate problems
Impacto esperado: Owns complete deliverables and predictable outcomes

Habilidades esperadas (21)

Agrupadas en humanas, profesionales y técnicas. La proficiencia meta usa la escala P1–P5, y cada fila describe qué significa ese nivel para esa habilidad en particular.

Humanas (13)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Accountability Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Active listening Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Collaboration Collaboration & Leadership	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Critical thinking Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Customer empathy Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Learning agility Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Ownership Personal Effectiveness	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Problem solving Thinking & Judgment	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Verbal communication Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Written communication Communication & Influence	Core	P2	Applies the skill independently in common situations and knows when to escalate.
De-escalation Operational Human Skills	Supporting	P2	Demonstrates De-escalation reliably in routine work and accepts feedback.
Escalation judgment Operational Human Skills	Supporting	P2	Demonstrates Escalation judgment reliably in routine work and accepts feedback.
Service empathy Operational Human Skills	Supporting	P2	Demonstrates Service empathy reliably in routine work and accepts feedback.

Profesionales (8)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Business acumen Business & Strategy	Core	P2	Applies the skill independently in common situations and knows when to escalate.
Omnichannel customer service Customer Operations & Contact Centers	Core	P2	Executes standard Omnichannel customer service activities accurately within established controls and escalates exceptions.
Case management Customer Operations & Contact Centers	Supporting	P2	Executes standard Case management activities accurately within established controls and escalates exceptions.
Contact center analytics Customer Operations & Contact Centers	Supporting	P2	Executes standard Contact center analytics activities accurately within established controls and escalates exceptions.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P2	Executes standard Customer Satisfaction (CSAT) activities accurately within established controls and escalates exceptions.
Customer escalation management Customer Operations & Contact Centers	Supporting	P2	Executes standard Customer escalation management activities accurately within established controls and escalates exceptions.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P2	Executes standard First Contact Resolution (FCR) activities accurately within established controls and escalates exceptions.
Ticket management Customer Operations & Contact Centers	Supporting	P2	Executes standard Ticket management activities accurately within established controls and escalates exceptions.

Escalera de carrera

Se llega desde

Associate Retention SpecialistIC1

Siguientes pasos

Senior Retention SpecialistIC3Ascenso individual
Move from defined independent work to ambiguous, complex ownership; deepen judgment, mentor others and improve team practices.

Possible when people-management capability and organizational need exist; no automatic IC-to-manager equivalence.

Qué cambia para avanzar

Move from defined independent work to ambiguous, complex ownership; deepen judgment, mentor others and improve team practices.

Fuente: PROCOMER FTZ benchmark; employer career sites · JF0507-IC2