This job has expired, please see additional jobs below
Sr Manager Technical Support
Comcast
Baltimore, MD, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
Responsible for coordinating and managing Customer Service's
multi-product technical support to Technicians. Serves as a primary
interface for developing and executing strategies to optimize customer
support performance and meet strategic business strategy and goals.
Develops financial and operational objectives. Ensures operational plans
are aligned with business objectives. Contributes to functional
strategy development. National scope across all markets and products
including CHSI, BCI, CDV, BCDV Video, (Public and Private View and
Wireless). Has a greater degree of impact on business results, and
typically manages one or more groups of professional employees.
Core Responsibilities:
-Builds and supports scorecards that tie back to the work directly impacting
the customer experience in technical operations
-Focuses on both the 'how' and 'why' of all technical operational metrics to
insure we have transparency around the goals and agreed upon compliance
on tracking
-Direct engagement with area leadership and frontline technicians to insure we
are building reporting and tracking driving the right behavior throughout the business
-Strong analytical skills and technical acumen resulting in ability to make recommendations
and changes to policy/process that will improve overall CX and NPS.
-Lead and support regional sr. analysts
• Aids in the implementation and execution of appropriate methods,
practices, policies, procedures, and change processes, keeping employees
informed of changes.
• Assesses, makes recommendations to, and manages within a budget.
Makes informed decisions and choices based upon priority, business
necessity, and bottom line impact.
• Coordinates crisis control efforts for outages, services disruptions,
and network downtimes.
• Provides customer service and operations leadership with regards to
all facets of customer contact and technical analysis.
• Manages, directs, and controls all activities related to resources
such as headcount, management information systems, and training and
development.
• Designs and implements process improvements in partnership with
related departments to maximize resources, improve technical
efficiencies, and ensure the best experience for customers.
• Improves customer feedback mechanism and related work order processes
to support technical development and improve customer satisfaction.
• Sets standards of performance to meet established departmental goals.
• 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 8-11 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer