Job Listing: CAE Supervisor

• Provide coaching and feedback in an effective manner that promotes positive change and success of the team.
• 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.
• Utilize all resources to address escalated customer issues in a responsive, timely manner to improve our Company’s reputation by creating moments of excellence for our customers.
• Actively promote and motivate individuals and the team toward achievement of goals.
• Build a good rapport with members of Tech Ops in order to resolve customer issues in an effective manner.
• Coach/develop and assist staff in problem solving resolution process.
• Ensure competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques.
• Ensures high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
• Monitor and coach employee performance toward career goals.
• Review daily transactions and provide feedback to staff.
• Conduct monthly/annual CAE review sessions.
• Responsible for achieving individual, team and Call Center goals.
• Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands.
• Involved in the selection process of new Customer Account Executive (CAE) candidates.
• Maintain and enforce department/company policies and guidelines.
• Remain abreast of new Comcast products, pricing, discounts, and technology.
• Perform other related duties as assigned.