Customer Support Supervisor

Position Summary:
Plan, promote and administer the Call Center activity to ensure quality service and interface with customers. Will supervise a team of individuals who have front line customer contact handling billing inquiries, repair situations and promoting our products and services on sales calls. In addition, using data provided by Operations, this position will implement process improvements for the Call Center operation, creating a quality customer experience and yielding positive impact on financial results. Coach and develop team toward career path goals.

Major Duties: (May perform any or all of the following duties)
· Plan, promote and administer the customer service standards to ensure quality service according to Comcast, FCC/NCTA standards.
· Ensure team is providing expedient follow up and quality service to all customers including VIP accounts.
· Provide guidance and/or assistance to team.
· Ensure optimum staffing levels through efficient monitoring of staff and ability to achieve required resources to meet peak service demands.
· Initiate and maintain projects that drive sales and assist in achieving "key" subscriber metrics.
· Ensures competence and continuity of qualified team members through optimum selection, training and development, appraisal and motivation techniques.
· Establish and maintain personnel files as required.
· Review work processes and recommend improvements.
· Work in conjunction with other departments that interconnect and have impact on Call Center operations.
· Establish "key" goals, both individual and team, in line with overall business operation.
· Monitor and review individual and team performance with regard to "key" standards.
· Participate in the Recruitment and Selection process, to include interviewing and hiring, for CAE's and Lead CAE's.
· Participate in the selection process of peer Supervisors by conducting Supervisor Peer Interviews.
· Punctual, regular and consistent attendance required. Must be flexible to work evenings, weekends and holidays.
· Perform other duties as assigned.

Required Skills:
 1 year supervisory experience in a customer service environment
· Ability to listen and interpret the needs of internal and external customers
· Knowledge of cable television products and services
· Ability to work flexible schedule that changes with business needs
· Knowledge of general accounting and billing procedures
· Ability to supervise and lead others
· Ability to plan, prioritize and organize effectively
· Ability to motivate a team environment
· Proficient in the process improvement methodology
· Microsoft Office and other related software
· Ability to work closely with all peer Supervisors in order to meet and/or exceed Call Center goals and metrics
· Punctual, regular and consistent attendance required. Must be flexible to work evenings, weekends and holidays.

Education:
*Bachelor’s degree or the recognized equivalent in work experience or a combination of work experience and education.

Experience:
*Minimum 1-3 years experience in customer service with strong written/oral communication and leadership skills.
· Demonstrated leadership ability, commensurate to position.
· Demonstrated ability to effectively and efficiently work in a close team environment with peers, the leadership team and various work groups within the Call Center.

Working Conditions:
*Fast paced often high-pressure office environment.
*Ability to manipulate objects such as keyboard and mouse.
*Ability to occasionally lift and carry 20 lbs. or less.
*Must travel to work in inclement weather.
*Exposure to moderate noise levels.
*Vision ability: Close vision, peripheral vision and ability to adjust focus.

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