Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Responsible for working directly supervising the Customer Technical Support (IP) employees to raise the quality of the workforce and increase high-speed internet knowledge, skills and efficiency by delivering developmental strategies and initiatives that support the Customer Technical Support (IP) team. Ensures call quality within the call center. Ensures adherence to the Comcast Quality Experience (CQE). Coordinates and supervises the daily activities of business support, technical or production staff who perform tasks in the same function. Sets priorities for the team. Assigns tasks and checks work at regular intervals.
-Partners with Quality specialists from other Comcast regions to discuss Quality program areas of interest and drive consistency for measuring agent performance.
-Partners with peer supervisory groups on the floor to calibrate on Quality call monitoring and share best practices for handling customer interactions.
-Provides guidance and/or assistance to Customer Account Executives (CAEs) in resolving difficult subscriber questions or problems concerning Comcast high speed internet.
-Monitors employee performance, reviews and coaches to ensure accuracy. Ensures competence of CAEs through training and development, appraisal and motivation techniques.
-Establishes and maintains personnel files as required.
-Ensures retention, customer service quality, adherence and accuracy goals are met.
-Provides feedback, coaching and disciplinary action to employees, or effectively recommends such actions, to help improve employee performance.
-Displays strong written/oral communication and leadership skills.
-Demonstrates familiarity with www, internet, email, TCP/IP, OS, networking and routers to troubleshoot hardware/software configurations.
-Collects, compiles, and analyzes data to identify trends from statistical analysis and makes recommendations to management for improving Customer Service.
-Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service level; provides immediate feedback to associates to increase productivity levels.
-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.
-Bachelors Degree or Equivalent
-Generally requires 4-7 years related experience
-Must be familiar with BSG Repair/Billing areas of quality measure.
Comcast is an EOE/Veterans/Disabled/LGBT employer