| Supervisor, Customer Care - Fishers, IN
Job Description
North Central Division - Fishers, IN Call Center
Customer Care
Comcast, the nation's leading provider of cable, entertainment and communications products and services, is looking for talented leaders to join the Comcast team. The Customer Care Supervisor role is critical in delivering a superior employee and customer experience. As a Customer Care Supervisor, positively impacting our customers, our employees and our profitability, this position drives frontline success. Comcast offers an exciting, fast-paced, professional environment, and with a pay for performance culture, accomplishments in this role can present real opportunities for career advancement.
As a supervisor, you will provide leadership, guidance, coaching and development for a team of direct reports in order to deliver a superior customer experience. You will performance manage, coach, motivate and mentor employees to guarantee a quality customer experience and improve customer satisfaction. You will also collaborate with others within and outside of your functional team to ensure processes are efficient and operational goals are met. Comcast supervisors are expected to spend approximately 75% of their time with employees/customer interactions with the remaining 25% being dedicated to administrative supervisory tasks.
Job Requirements
Successful Applicants will:
Hire, coach, and performance manage employees to guide performance and development
Communicate and motivate team members to create a healthy and successful work environment
Drive service excellence through first call resolution and by conducting quality assurance checks
Cultivate an atmosphere of mutual respect by demonstrating courtesy and respect when interacting with customers, direct reports or coworkers
Exhibit fiscal responsibility for managing expenses, overtime costs, etc., within budget
Participate in training and development to ensure individual performance meets expectations
Collaborate across functions to resolve any issues that may impede team performance or business objectives
Assist with non-routine troubleshooting or handling product feedback from customers
Identify trends and problem solve for long-term solutions
Attend and facilitate meetings that build consensus on decisions and define accountabilities
Provide periodic performance reviews of employees on the team to determine eligibility for among other things, rewards, merit increases, bonuses and promotional and transfer opportunities
Perform administrative duties to facilitate the proper flow of reporting and payroll
As needed, discipline unsatisfactory performance and manage headcount adjustments through recall, suspension, layoff or discharge
Actively work to resolve any and all employee and workplace issues
Learn and abide by Comcast's policies and procedures
Perform other duties as assigned
Essential Qualifications for Success:
Strong leadership skills that drives business results through helping employees connect the dots between what and why
Ability to demonstrate courtesy and respect when interacting with customers and Comcasters
Ability to coach and develop team members to increase individual and team productivity
Strong communication skills - written, listening and verbal
Strong organizational skills including time and project management
Ability to function, adapt, and multi-task in a fast-paced and dynamic environment
Sound use of problem solving skills and independent judgment utilizing a high degree of discretion involving matters of significance
Ability to maintain working knowledge of job-specific products, systems, services and operations
As needed, work overtime, days, nights, weekends and holidays
Demonstrate punctual, predictable, and consistent attendance
Other Requirements:
Minimum 3-5 years of related work experience; one year in a customer facing role
Technically experienced in functional area being led
High school diploma or equivalency
At Comcast we offer:
A generous benefits package including Health Care Coverage, Life Insurance, Short-Term Disability, Long-Term Disability, Employee Assistance Program (EAP), Education, Vacation/Holiday Pay, 401(k) retirement investment plan, Employee Stock Purchase Plan (ESPP), Adoption Assistance Program
Extra Perks including group legal services, homeowners insurance, pet insurance, auto insurance, identity theft insurance, commuter benefits, and long-term-care insurance through convenient payroll deductions.
Leadership training through Comcast University as well as a management onboarding plan
Basic Cable service, all pay services and discounted Pay-Per-View, High-Speed Internet service - Employees receive one free cable modem, including installation, and may choose to add other services at a discounted rate
Digital Voice or Digital Phone where available, at a discounted price
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