Job Listing: Dir Customer Support

MAJOR DUTIES: (May perform any or all of the following duties.) ·Ensures quality customer service and availability on all inbound/outbound calling activity to achieve/exceed FCC and Comcast standards. ·Provides customer service leadership to various systems with regard to all facets of customer contact and operations analysis. ·Creates an atmosphere of professionalism and mutual support among employees in order to maintain the highest levels of organizational flexibility. This includes the training of associates and management so that quality service is emphasized and delivered; and that career paths are obtainable as employees understand their career potential. ·Manages, directs and controls all activities related to resources such as headcount, management information systems, training and development, etc. for the Call Center. ·Ensure that all efforts are made to retain revenue, improve product mix and maintain the integrity of accounts receivable. ·Monitors the expense process, establishes budgets and constraints so that all expense goals are met. ·Ensures that operating departments within the Call Center organization understand the expense process and allocate their resources in a cost effective manner. ·Allocate internal resources required to address priority functions. Authorizes changes/additions to personnel in order to carry out programs and plans. ·Perform other related duties as assigned..

Required Skills

EDUCATION: Bachelor’s Degree or equivalent work experience.

EXPERIENCE:
·5 years experience in a leadership position (Call Center, MSO, RBOC, service vendor) commensurate with scope required (100 or more Call Center employees).
·Demonstrated leadership skills in creating a team-oriented culture.
·Demonstrated mastery utilizing automated Call Center structure linked to continuous improvement-based employee relations practices to achieve/exceed
performance/service level standards.
- Punctual, regular and consistent attendance a must.

Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.

Comcast is not accepting unsolicited assistance from search firms for this employment opportunity.  All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means.

Date Posted: August 13, 2008

Job Details

Job Location

Candidate Application
Employer: Comcast Address: Contact:
Job Type: Full-time City: Augusta
Experience: State: Georgia
Education: Any Zip Code:30906 Online: Website Link

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