Sales Supervisor, Comcast Business Services - Retention

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

**PLEASE NOTE EMPLOYEE MUST RESIDE WITHIN NORTHEAST DIVISION FOOTPRINT**

Responsible for supervising a Business Class Retention team within a call center environment. Communicates procedures, resolves operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

Job Description

Core Responsibilities

• Supervise team responsible for retaining current subscribers of Comcast Business Class High Speed Internet, Video and Digital Voice.
• Ensures standard process guidelines are followed for operation of Business Sales and Customer Loyalty Center to include activity management, work queue management and internal phone system use.
• Communicates and ensures use of established administrative policies and procedures for the call center.
• Conducts call monitoring, coaching and coordination of training for retention team.
• Collaborates with internal clients to assure team is meeting and exceeding retention requirements.
• Analyzes and creates reports to recognize trends in productivity on an individual and group basis.
• Design/redesigns reporting and tracking mechanisms in order to optimize visibility and tracking efforts.
• Cultivates a positive and motivational team environment that supports the sales mission of the call center.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Customer Loyalty, Leadership, Sales, Sales Management

Compensation

This job can be performed in Maryland, and District of Columbia with a Pay Range of $39,150.00 - $87,000.00

Targeted Commission: $25,000.00

Our sales compensation programs offer the potential for significant upside above targeted earnings for those who overachieve their sales targets.

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for th