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Supv, Cust Technl Support (IP)
Comcast
Miramar, FL, United States
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Job Summary:
Responsible for working directly supervising the Customer Technical
Support (IP) employees to raise the quality of the workforce and
increase high-speed internet knowledge, skills and efficiency by
delivering developmental strategies and initiatives that support the
Customer Technical Support (IP) team. Ensures call quality within the
call center. Ensures adherence to the Comcast Quality Experience (CQE).
Coordinates and supervises the daily activities of business support,
technical or production staff who perform tasks in the same function.
Sets priorities for the team. Assigns tasks and checks work at regular
intervals.
Core Responsibilities:
• Provides guidance and/or assistance to Customer Account Executives
(CAEs) in resolving difficult subscriber questions or problems
concerning Comcast high speed internet.
• Monitors employee performance, reviews and coaches to ensure accuracy.
Ensures competence of CAEs through training and development, appraisal
and motivation techniques.
• Establishes and maintains personnel files as required.
• Ensures retention, customer service quality, adherence and accuracy
goals are met.
• Provides feedback, coaching and disciplinary action to employees, or
effectively recommends such actions, to help improve employee
performance.
• Displays strong written/oral communication and leadership skills.
• Demonstrates familiarity with www, internet, email, TCP/IP, OS,
networking and routers to troubleshoot hardware/software configurations.
• Collects, compiles, and analyzes data to identify trends from
statistical analysis and makes recommendations to management for
improving Customer Service.
• Conducts real-time phone monitoring and coaching to billing CAEs in
order to maintain required service level; provides immediate feedback to
associates to increase productivity levels.
• Consistent exercise of independent judgment and discretion in matters
of significance.
• Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelors Degree or Equivalent
• Generally requires 4-7 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer