Supervisor Repair/Troubleshooting

Supervises direct and functional reports. Coaches and monitors performance of employees to established goals and objectives through established teamwork practices and programs.
Manages both qualitative and quantitative performance; utilizes the performance management cycle to drive center performance.
Monitors and tracks the quality performance of both team and individual.
Ensures employee has opportunity for success and satisfaction by creating, supporting, and implementing employee development.
Communicates company strategy and motivates employees toward achieving company vision and the "Customer First" philosophy.
Ensures quality customer care that may include: working with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct, and coordinating with other departments to resolve issues.
Ensuring that work/escalated issues are addressed Develops and/or implements appropriate methods, practices, policies, procedures and change processes keeping employees informed of changes. May include preparation of administrative and statistical reports.
Assists in recruiting efforts to provide adequate and timely staff for the group.
Recommends recognition and incentive awards as appropriate for approval by management.
Enforces all safety codes (federal, state and Company) including employee awareness, training, reporting, and correction.
Maintains and enforces company, federal, and state rules and regulations, such as non-discriminatory practices, payroll and overtime guidelines, etc.
Administers appropriate corrective disciplinary actions and supporting documentation to address employee performance and/or behavioral issues.
May coordinate projects.
Performs other duties as required

Required Skills:
1 to 2 years of supervisory experience in call center structure
1 to 2 years of call monitoring experience
Minimum of intermediate-level proficiency with Microsoft Word and Excel.
Strong team-building, interpersonal and coaching skills.
Strong multi-tasking and organization skills.
Cable experience preferred and knowledge of call center billing systems desirable.

Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.