Manager 1, Small & Medium Business Direct Sales

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for managing the Business Class team within a call center environment. Communicates procedures, resolves operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently. Oversees the communication flow between functional groups regarding retention activity, reports and analysis on client activity. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

Job Description

Core Responsibilities

• Tracks, analyses and reports performance data on key departmental initiatives, including performance analysis, performance measurements and processed transactions.

• Provides overall direction of the Business Class team to ensure performance, system database management accuracy, sales/retention reporting and production/control of associated reports. 

• Interfaces with appropriate internal groups (i.e., Accounting, Finance, Sales, Operations, IT and Legal Affairs) to ensure proper analysis of tracking and reporting. 

• Provides leadership, guidance and direction to supervisors and technical staff. 

• Ensures that 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. 

• Participates in creation of and communicates administrative policies and procedures for the call center. 

• Oversees call monitoring, coaching and coordination of training for retention team. 

• Collaborates with internal clients to assure team is meeting and exceeding retention requirements. 

• Cultivate a positive and motivational team environment that supports the sales mission of the call center. 

• Hires, coaches and evaluates personnel and leadership based on performance standards. 

• 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.
• Support a culture of inclusion in how you work and lead.
• 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

Communication, Customer Experience (CX), Leadership

Compensation

National Pay Range: $45,824.00 USD-$107,400.00 USD Illinois Pay Range: $48,688.00 USD - $94,512.00 USD Colorado Pay Range: $51,552.00 USD - $98,808.00 USD Hawaii Pay Range: $60,144.00 USD - $90,216.00 USD Washington DC Pay Range: $65,872.00 USD - $98,808.00 USD Maryland Pay Range: $54,