This job has expired, please see additional jobs below
Sr. Director, Customer Care
Comcast
Fife, WA, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
Comcast is seeking a seasoned, energetic and customer-focused senior leader to serve as the Sr. Director. The ideal candidate must possess strong leadership and operational skills, along with an exceptional ability to establish highly effective cross-functional relationships throughout the enterprise. The position requires a solid understanding of call center operations including balanced scorecards, customer experience, and the importance of a winning culture, each critical to delivering a superior service and fostering an environment of inclusiveness. The Sr. Site Director is charged with influencing every interaction to build customer loyalty and create an experience that is second to none for team members and customers.
This role is responsible for hiring, developing and overseeing Sales and Retention teams as well as developing the infrastructure and necessary processes. Provides reports to management regarding operational efficiency, performance issues, recommendations for employee and customer experience improvements. Responsible for executing sales strategies and delivering desired revenue and customer retention results. Lastly, fostering a culture of coaching, leadership development and a great place to work.
Primary Responsibilities:
• Develops and executes Sales & Retention strategies and plans to focus on customer growth and market penetration, Assists in formulating department objectives, prioritize and plan work load.
• Establishes standards for call handling, service level criteria and performance monitoring measures.
• Create a cohesive team that understands the organization's vision and direction, and is invested in identifying and delivering best practices that enable the delivery of service excellence to our customers.
• Ability to cultivate relationships across various functions and locations with a strategic focus on removing barriers and fostering a collaborative spirit.
• Promote a team environment that challenges and rewards both individual effort and team results, providing recognition which encourages achievement of goals.
• Create strategies to balance short-term requirements with long-range business plans.
• Monitors the overall effectiveness of the team and takes accountability for driving improvements in sales and revenue growth, sales productivity, sales quality, customer retention and optimization of sales and retention processes and sets goals and objectives for the team.
• Takes appropriate actions to ensure that the sales and loyalty team meets or exceeds performance goals
• Routinely coach and develop leaders to drive sales and retention goal attainment, employee engagement and customer retention
• Leverage the eNPS, Your Voice and other feedback mechanisms to reduce employee attrition and increase employee satisfaction
• Establishes standards of leadership expectations and holds teams accountable; consistently adheres to an engagement model
• Sets clear expectations for call quality and links behaviors to key performance outcomes
• Drives call center operational effectiveness results including service levels, shrinkage, and AHT
• Maintains budgeted P&L results and expense control
• Directly supervises departmental employees-carries out management responsibilities including interviewing and hiring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Will be responsible for implementing plans to alignFife site to WD Sales and Loyalty structure(s) and processes
Core Responsibilities:
• Collaborates across all departments to develop and refine products and drive customer experience initiatives. Manages and coordinates multiple, cross-functional projects simultaneously.
• Oversees a team of managers and supervisors who manage site team members.
• Develops, justifies and successfully executes strategic and operating plans and budgets
• Promotes and hold accountable a culture of business and sales integrity.
• 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.
• Leveraging partnership between other SCoE leaders to create and maintain alignment and cohesion
• Fosters an environment of open door policy through availability and taking action.
Job Specification:
• Bachelor's Degree or equivalent years' experience
• Generally requires 12+ years related experience
Additional requirements:
• Proven ability to interact and communicate effectively with Senior Executives
• Develop sales strategies, tactics and techniques based on the feedback of front line agents, customers and cross functional leaders
• Strong presentation skills with the ability to articulate the Division's message
• Able to work calmly under pressure
• Experience in developing sales strategies and performance metrics
• Excellent negotiation and sales skills
• Excellent communication skills
• Good planning and organizational skills
• Must possess and display initiative, drive, enthusiasm as well as a passion for our employees and customers
Comcast is an EOE/Veterans/Disabled/LGBT employer