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Director Customer Account Executive
Comcast
Atlanta, GA, 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:
-Manage CARE and Retention transactional sales rate results to hit budget targets with all core RGU's.
-Lead CARE and Retention call center sales strategies to drive and maximize sales results and quality.
-CARE sales communication, coaching, and call center support.
-Manage and support CARE sales incentives.
-Manager CARE and Retention commissions processes.
-Retention commissions auditing.
-Manage the customer approval process in all CARE and Retention queues for continuous improvement and overall compliance.
• 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:
• Bachelor's Degree or Equivalent
• Generally requires 10+ years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer