Supervise a team of Customer Care Associates, including establishing performance goals, providing quarterly and annual Performance Reviews, and supporting team and individual employee development. Partner with Team Manager to develop and lead an effective Customer Care Retention team to achieve clearly defined, realistic productivity goals. Promote Retention strategies while fostering a competitive environment that enriches the customer experience. Partner with management and outlying groups to promote Retention efforts, increase competition awareness, overcome objections, and bridge gaps of opportunities to increase service results. Communicate and manage expectations for work adherence and compliance, work order accuracy and achievement of service level, utilizing reports and other call center technologies. Provide coaching and feedback on employee performance that insures consistency and a high level of customer service. Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth. Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees. Foster a climate of mutual respect that values the contributions of individual team members and maximizes the diverse talents of each employee. Support team members in problem solving to attain first call resolution. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction. Actively promote and motivate individuals and the team toward achievement of sales goals. Perform periodic performance reviews to determine employee eligibility for, among other things, merit increases, bonuses and promotional and transfer opportunities. Interview, evaluate, hire, lay-off, promote and reward employees and/or applicants or effectively recommend such actions. Provide feedback, coaching and disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommend such actions, to help improve employee performance. Resolve and adjust employee concerns and grievances. Punctual, regular and consistent attendance.
Qualifications / Requirements
High School Diploma or GED required. Two years experience in a Supervisory role dealing with customer service and the public; call center experience preferred, or equivalent experience in customer service. Have the ability to effectively handle stressful situations. Be able to effectively communicate on all levels. Excellent Interpersonal Relations, Superior Sales Skills and Technical Knowledge, Schedule Flexibility.
Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.
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