This job has expired, please see additional jobs below
Supervisor, Customer Care - Retention
Comcast
Liberty Lake, WA, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
Responsible for leading the performance of agents that are focused on retaining customers who request to disconnect or downgrade services. Creates a high-performance culture which motivates representatives to demonstrate high levels of ownership, accountability, empathy, product fluency, and brand advocacy. Provides coaching, guidance, and mentorship to drive achievement of individual and team performance goals. Provides leadership and manages performance to achieve a range of sales and
operational business goals, and ensure a positive customer experience. Customarily and regularly directs the work of at least five or more full-time employees or their equivalent.
Core Responsibilities:
• Conducts real-time phone monitoring and coaching. Provides immediate feedback to agents, which are focused on retaining customer who request to disconnect or downgrade services, to enhance quality and improve performance.
• Develops personal performance plans with agents that are focused on retaining customers who request to disconnect or downgrade services. Provides on-going performance feedback and quarterly performance plan reviews. Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service.
• Communicates and manages expectations for quality and accuracy of work.
• Maintains an environment that supports ethical business transactions. Ensures team members have a clear understanding of performance and behavior criteria and how it impacts site performance and the overall customer experience.
• Develops and leads an effective team that improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services.
• Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role.
• Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified agents through optimum selection, coaching, training and development, appraisal and motivation techniques.
• Conducts team meetings to deliver key communications, build team dynamics, and provide employee recognition.
• Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment
of employees.
• Handles call backs and escalated calls, as needed.
• Manages schedules and time off requests to meet the needs of the business.
• Works in partnership with other business leaders to support employee career progression programs.
• 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:
• Bachelor's Degree or Equivalent
• Generally requires 4-7 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer