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Comcast Business Customer Care Manager
Comcast
Centennial, CO, United States
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Job Summary:
We are looking for a passionate leader that can hit the ground running to join Comcast's fastest-growing organization. This role is responsible for managing, planning and directing customer service functions to achieve customer service objectives by ensuring quality control of service and optimum interface with Comcast Business Class customers. Oversees that problems/issues are resolved quickly and efficiently. Ensures the proper training of Customer Technical Support staff. Ensures call quality within the call center. Manages professional employees and/or supervisors, and may manage business support/technical staff. Provides subject matter guidance to employees. Has overall responsibility for developing/administering performance standards for organizational unit. Develops processes and procedures to implement functional strategies.
Primary Responsibilities:
-Responsible for the growth and development of the Supervisor team.
-Responsible for the productivity for a team of up to nine supervisors and 100+ representatives.
-Promoting a 'Great Place to Work' culture while managing employees to meet and exceed metrics.
-Analyze trends to formulate strategy, and initiatives to improve performance.
-Will need to be agile, proactive and quick to resolve issues
Core Responsibilities:
-Provides leadership required to drive excellence in technical support and customer service for Comcast HSI customers.
-Communicates and manages all performance objectives including technical support and customer service to ensure compliance with company philosophy and business goals.
-Identifies and establishes changes to the tools, processes, or training needed to improve the technical support and the overall customer experience.
-Trains, evaluates, coaches and counsels employees to improve performance in troubleshooting and customer service to meet all required standards. Ensure optimal staffing and productivity levels through efficient monitoring of staff, with the goal of meeting peak service demands.
-Interfaces with other call centers, systems and departments as necessary to ensure proper handling of customer issues and concerns.
-Provides guidance and/or assistance to IP Support Supervisors and CAEs with resolution of difficult subscriber questions and/or issues.
-Assists supervisors to monitor employee performance and service to customers and provide appropriate feedback.
-Remains abreast of new products and technology.
-Ensures adherence to the Comcast Quality Experience (CQE).
-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.
Requirements:
-Bachelors Degree or Equivalent
-Generally requires 6-9 years related experience
Additional Requirements:
-4+ years of Call Center experience highly preferred
-Understanding of metrics/KPIs
-Successful track record of developing and mentoring agents and/or supervisors required
-Experience in Change Management preferred
-Industry experience preferred
-Microsoft Office proficiency required
Comcast is an EOE/Veterans/Disabled/LGBT employer