Customer Account Exec - Supervisor

Comcast Newark, DE

About the Job

Business Unit:

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.



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Job Summary:

Responsible for supervising the performance of Customer Account

Executives (CAE) in all activities related to Comcast products as well

as customer equipment. Provides leadership and manages performance to

achieve a range of sales, service and operational business goals, and

ensures the Comcast Quality Experience (CQE).



Core Responsibilities:

- Develops personal performance plans with CAE's and 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, as well as key productivity metrics associated with service level

achievements. Identifies variances and creates effective plans to

address gaps.

- 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 CAEs through

optimum selection, training and development, appraisal and motivation

techniques.

- Conducts monthly team meetings to deliver key communications and build

team spirit and provide employee recognition.

- Develops and leads an effective team that proactively retains Comcast

customers and effectively communicates the benefits of Comcast products

and services.

- Facilitates positive employee relations by fostering an environment of

open communication, approachability, and fair and consistent treatment

of employees.

- Approves CAE's time, manages schedules and time off requests to meet

the needs of the business, motivates employees to achieve sales and

compliance results and conducts routine office visits and audits.

- Conducts real-time phone monitoring and coaching to service CAEs in

order to maintain required service levels, provides immediate feedback

to associates to enhance call quality and 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.



Job Specification:

- Bachelors Degree or Equivalent

- Business

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- Generally requires 4-7 years related experience




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Comcast is an EOE/Veterans/Disabled/LGBT employer