VP, Customer Service Learning and Development (JobID: 55050353_306340848)
Company:
Comcast Cable HQ
Location:
Philadelphia, PA
Job Type:
Salary:
Job Categories:
Customer Service and Call Center
Job Description
Job responsibilities: This position reports to the Vice President of Operations L&D, Comcast University. The person in this position is responsible for the overall analysis, design, development, implementation, and evaluation of all customer service programs for all call center employees. Leading a team of professionals, this individual must work closely with senior management, field management teams, and subject matter experts across the enterprise to understand the business goals; determine the call center related learning and development needs of the management and employee populations necessary to support those business goals; develop and successfully execute plans to address those needs; supervise the development of instructionally sound customer service programs and materials; track and monitor results; insure consistency and inter-connectedness of all concepts and materials across all programs; measure and assess effectiveness and look for ways to continually improve and enhance initiatives and programs. This individual must insure that all customer service learning and development programs and initiatives are in sync with those of all other CU functional areas. This individual will identify organizational effectiveness issues and make recommendations to human resources and senior management (e.g., performance management systems, compensation practices, managing change, etc.). Working in conjunction with Corporate CU VPs, Call Center VPs, and CU Division Leads, responsibilities also include the overall monitoring of divisional and regional teams devoted to the delivery of customer service training in multiple locations. Extensive travel is required to field locations.
Breakdown of Responsibilities: (10%) Participate as a member of the CU Management Team by providing input into CU decisions, strategy sessions, and process improvement, and help guide the general implementation of all CU initiatives.
(10%) Effectively manage a team by conducting periodic team meetings; holding on-going one-on-one status sessions, performance reviews, and developmental plan reviews with team members; providing professional coaching; directing individual activities; creating monthly status updates (including updated Quarterly Objectives and ancillary materials) and a continuously updated Training Plan for the SVP of Comcast University; monitoring effectiveness of efforts through After Action Reviews and formal evaluation process for all key programs and projects; leading team in conducting ROI analysis for key programs and initiatives; and insuring that all goals and objectives are successfully met on time and to the satisfaction of our clients.
(40%) Assess training needs and design practical strategic business oriented training solutions; oversee the delivery of all training programs for call center employees; monitor programs for effectiveness, consistency and ensure that organizational objectives are being met. Oversee the successful delivery of all aspects of the CommCare Program, including and insure the quality and accuracy of the materials and testing.
(30%) Assess training needs and design practical strategic business oriented training solutions; oversee the delivery of all training programs for call center supervisors; monitor programs for effectiveness and consistency, and ensure that organizational objectives are being met. Oversee the evolution of and successful delivery of the Customer Service Leadership Experience program.
(10%) Develop relationships and negotiate contracts with strategic suppliers in conjunction with SVP, Comcast University; and select external vendor partners as required; control overall CU Customer Service training curriculum and monitor resource allocation.
Qualifications / Requirements
• Bachelor's Degree in Business, Education, ISD, or related field (Masters preferred) • Demonstrated success in a customer service environment • Minimum of five years of demonstrated success managing a customer service learning and development team/organization • Evidence of a solid working knowledge of customer service learning and development best practices, adult learning theory and teaching techniques • Organizational, and training and development experience • Knowledge of cable industry/call center expertise required • Demonstration of effectiveness as a performance consultant, relationship manager, collaborator and team player • Excellent computer skills (MS Office) • Excellent oral communication, interpersonal, writing skills • Excellent people skills
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