Posting NC55063515
Customer Service
The Business Services Call Center Supervisor will support a staff of 15-20 Business Services call center agents in all facets of call center operations for the East Division of Comcast, including technical and customer service oriented duties. The Business Services Supervisor will provide leadership and support to their team by reviewing agent performance, goals and call quality on a reoccurring basis.
• Represent Comcast in a professional manner at all times.
• Oversee, coordinate and manage activities of assigned staff including but not limited to attendance, performance & development.
• Perform Quality Assurance Evaluations.
• Administer employee performance evaluations (Semi Annually)
• Assist with and/or develop communication for internal or external audiences
• Identify training needs for the team and assist in the associated planning activities.
• Act as a mentor within the team environment.
• Responsible for resolving customer technical issues and outages utilizing all available support resources.
• Develop, prepare information related to call drivers, review trends and present recommendations to management based on data review
• Communicate performance standards and metrics to the team, review progress, provides consistent feedback and guidance for direct reports
• Foster a positive relationship with team members, management and regional partners, conduct regular meeting with direct reports to enhance operational understandings and efficiencies
• Support Call Center management with implementing and a maintaining an ongoing improvement environment that continues to deliver an exceptional customer experience.
• Assist in development and testing of new services and server applications.
• Assist with and/or develop process improvement for service delivery and support.
• Ability to work mandatory overtime.
• Perform other duties as assigned.
• Punctual, regular, and consistent attendance.
Required Skills:
• Related Bachelors Degree or equivalent work experience.
• 3 - 5 years experience in customer facing technical support or customer service capacity.
• 2 - 3 years call center supervisory experience; preferably in a Telephony or Data networking support environment
• Ability to provide leadership, motivation, and direction to a team of staff.
• Excellent communication and interpersonal skills.
• Proficient in all Microsoft Office Applications.
Candidates Must apply via our web site.
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