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Director Customer Account Executive
Comcast
Miramar, FL, United States
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Job Summary:
Responsible for leading and directing the operations in the Customer
Account Executive (CAE) department. Oversees the entire CAE operation
environment to achieve Comcast Quality Experience (CQE), excellent
levels of customer service, ensures call quality within the call center,
and delivers tight operational and financial controls in a cost
effective manner. Handles multiple tasks to help drive efficiencies and
cost savings by assisting in developing, analyzing and interpreting
performance, project cost, and subscriber activity to increase
effectiveness of departmental projects.
Core Responsibilities:
• Manages the maximum utilization of the agent workforce to meet service
level goals and budgeted objectives.
• Provides direction to ensure accuracy of forecasted internal and
outsourced call volume for the regional call centers.
• Assists with the development of call center technology and
productivity tools.
• Provides guidance on call routing and scheduling to ensure required
coverage.
• Manages all aspects of relationships with outsourced vendors.
• Provides financial modeling and analysis with interdepartmental
leaders to forecast monthly financials.
• Partners with Corporate Finance to ensure proper posting of
departments financials including invoices, accruals, and re-classes.
Researches discrepancies/variances and communicates results.
• Tracks, analyzes, and reports performance data on key departmental
initiatives.
• Hires, coaches, and evaluates CAE personnel and leadership based on
performance standards.
• Provides leadership, guidance, and direction to CAE leaders and
technical staff.
• 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 10+ years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer