Supervisor CS/Repair -Tinley Park

Provide dynamic leadership and positive guidance to a team of 13-17 Customer Account Executives (CAEs) in our fast-paced 24/7 Tinley Park Call Center. Create an atmosphere of professionalism and mutual support among employees. Ensure CAE knowledge and CAE retention through training, motivational techniques and career development. Assist CAEs in the problem-solving resolution process. Take escalated calls from distraugt customers as needed. Monitor and review transactions to verify competence to enhance the customer experience and business performance. Review daily transactions and provide feedback to individual CAEs and/or team. Conduct weekly, monthly and annual CAE review sessions. Work proactively to achieve individual, team and call center goals. Maintain and enforce department and company policies and guidelines. Call Center to ensure proper handling of customer issues and concerns. Keep abreast of new products and technology. Review work processes and procedures and make recommendations for improvement. Monitor and coach CAEs performance to ensure the quality of service delivered to our customers achieves and exceeds FCC and Comcast standards.

This position is a grade M.

~ Must have prompt, regular and consistent attendance ~

QUALIFICATIONS:

Internal Employees Should Submit A Completed Transfer Request Form Immediately After Applying Via TeamComcast.

Education: Bachelor's degree preferred.

Requirements
1. Two - three years of prior leadership experience preferably in a call center or service-oriented environment with a track record of excellence, creativity and teamwork
2. Superior leadership skills with demonstrated success in motivating, developing, and retaining frontline employees
3. Must be "approachable" and possess the capacity to inspire engagement, productivity and accountability of CAE team
4. Proven ability to communicate effectively with frontline employees, customers and professionals at all levels
5. Exceptional written and oral communication as well as interpersonal and listening skills
6. Demonstrated ability to multi-task and maintain records in a well-organized manner
7. Ability to work in a fast-paced environment and meet assigned deadlines
8. Knowledge of computer operations, TCS, eQuality, Aspect, CSG and other standard CATV office equipment
9. Ability to work evenings, weekends and some holidays
10. Performs other duties as assigned.

** Bilingual-Spanish language skills a plus!

Comcast is an EEO/AA/Drug-free workplace employer

Comcast is an Equal Opportunity Employer

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=511151-3-913