Supervisor, Customer Experience, Change of Service

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Leadership role Responsible for coaching, inspiring, motivating, guiding, engaging, and developing a team of customer experience agents that are focused on providing a value-based sales experience as part of end to end support for our customers/communities that is in accordance with the Company’s service delivery strategy. Fosters a positive team environment that enables employees to maximize performance, progress their careers as well as become a promoter and advocate of the company. Influences agents to accurately and confidently handle various customer inquiries, while engaging and building a consultative relationship with the customer. Supports communicating in a warm and friendly manner through both verbal and written means via various platforms: SMS, eChat, email or phone Customarily and regularly directs the work of a team of full-time employees or their equivalent.

Job Description

Core Responsibilities

• Coaching: Provides consistent coaching and feedback to team members to enhance key business sales and growth metrics, ensuring world class customer experience to a diverse clientele regardless of call mix. 
• Culture builder: Foster an environment of trust, encouragement, motivation and accountability. Ensures team member understanding of performance targets, goals and the behaviors associated to support a positive employee and customer experience. 
• Change Management: Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees. 
• Employee Leadership/Engagement: Promotes positive employee relations by fostering a team environment of open communication, approachability as well as fair and consistent treatment of all employees within a workforce dedicated to diversity.    
• Customer Advocates: Responds to customer escalations in real time and follow up requests to understand issues and offer helpful solutions in driving customer satisfaction. 
• Organizational Excellence: Monitors performance levels and team member activities vs sales goals, administers all company policies; takes appropriate action as necessary supporting an employee and customer-centric organization. 
• Recognition: Promotes sales and growth goals by motivating and celebrating employee successes. 
• Career Advisor: Encourages career development with each team member utilizing Comcast career advance, individual development plans, and other best practices. 
• Flexibility: Schedule flexibility is critical as role may require nonstandard working hours. Requires regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule (s) as necessary 
• Time Management: Effectively handles multiple competing tasks by prioritizing and organizing to meet deadlines while supporting teams. Consistently uses independent judgment and discretion in significant matters. Comfortable managing through ambiguity and strong critical thinking skills.