Mgr Customer Support

POSITION SUMMARY: This position is responsible for leading and motivating a team of Customer Service, Account Executives, and Leadsin the servicing of cable based products and services to new and existing customers and to optimize customer satisfaction and retention.

MAJOR DUTIES: (May perform any or all of the following duties.) '
- Develop and maintain Call Center operating structures.
- Ensure achievement of system, team and performance individual criteria and goals.
- Manage employee performance and coach employees as required to ensure maximum effectiveness.
- Manage the performance and development of supervisory staff.
- Ensures competence and continuity of qualified customer account executives through optimum selection, training and development, appraisal and motivation techniques.
- Ensures high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
- Ensures achievement of all system, team and individual Customer Service goals and standards.
- Participate in the preparation of call center budgets.
- Assure a quality presentation of company products and services.
- Communicate competitive situations, offers and marketing sales and promotional information to the team to ensure maximum performance.
- Monitor staff productivity in accordance with established policy to ensure service and quality standards are met.
- Plan, develop and administer local/division/national customer service programs in adherence with service customer service objectives.
- Prepare, analyze and manage operation through statistical analysis of activity.
- Manage customer service based training and standards certification.
- Manage and coordinate the implementation of new products and technologists.
- Ensure competence and continuity of qualified staff through optimum selection, training and development, appraisal and motivation techniques.
- Additional duties as assigned Punctual, regular, and consistent attendance.

QUALIFICATIONS:

Bachelor degree preferred
Minimum of 5 years of Call Center Management experience.
Minimum of 5 years experience in a customer service or technical support environment.
Working knowledge of Microsoft Office Programs.
Management experience in an ISP environment.
Knowledge of multiple Operating systems.
Working knowledge of Cable Data and or Comtrac.
Proven analytical and problem solving skills.
Candidate must lead by example by modeling the Comcast Credo, Touchstones and Promise.
Candidate must develop and implement best practices that contribute to an improved operations and customer satisfaction.
Candidate must address personnel issues/performance issues in accordance with Company policy.

Comcast is not accepting unsolicited assistance from search firms for this employment opportunity.  All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means.

Comcast is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, qualified disability or veteran status, ancestry, marital status, affectional or sexual orientation, sex or any other legally protected category.  Comcast is also an AA/Drug Free Workplace.

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=504118-3-273