Manager Customer Support
Comcast (Knoxville, Tennessee)

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MAJOR DUTIES: (May perform any or all of the follow duties.)
Perform other duties as assigned.
Develops and maintains customer service operation structures.
Prepares, analyzes and manages operation through statistical analysis of activity.
Ensures competence and continuity of qualified CAEs, and Supervisors through selection, training, development, appraisal and motivational techniques.
Provides leadership and manages the performance and development of supervisory staff.
Ensures achievement of all systems as well as team and individual Customer Care goals and standards.
Manages and coordinates the implementation of new products and services.
Builds and maintains effective relations with other departments, identifies key opportunity areas, clearly articulates change needed and drives required improvements and changes in strategy and process throughout the organization.
Other responsibilities as indicated to achieve departmental goals.
Demonstrates punctual, regular, and consistent attendance.
Ensures high level of customer service staffing level through efficient scheduling and adjustment to meet peak service demands.
Participate in the preparation of a call center budgets.
Punctual, regular, and consistent attendance.


Required Skills:
MINIMUM QUALIFICATIONS:
Education
Bachelor’s Degree in related field and one to three years related experience and/or training; or equivalent combination of education and experience.

Requirements
· Minimum of 1-3 years of customer service or technical supervisor experience.
· Proven ability to develop and lead supervisory and front-line talent.
· Demonstrated ability to set and achieve targeted goals and action plans.
· Exceptional communication, interpersonal and problem-solving skills.
· PC literacy.
· Knowledge of Microsoft office programs and multiple operating systems.
· Strong analytical and problem solving skills.
· Ability to work flexible schedule including weekends/evenings.
· Ability to Lead large teams, provide consistent message, and hold staff accountable to Call Center Metrics such as: Service Level, Growth, and Quality