Mgr Customer Care

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Plan and develop strategies in accordance with corporate goals for customer service function and analyzes program.

Job Responsibilities:
MAJOR DUTIES: (May perform any or all of the following duties.)
Plan, develop, and administer customer service programs in adherence with national and system customer service objectives.
Provide management support for video, HSD, and sales support functions based in Little Rock, AR Call Center.
Monitor customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.
Prepare and control operating budget for customer service function and controls cost to help attain profit objectives and participate in the preparation of call center budget.
Ensure competence and continuity of qualified customer service supervisors and customer service staff through optimum selection, appraisal, motivation techniques and learning and development.
Conduct regular meetings with Customer Service Associates to maintain two-way communication and achievement of departmental objectives.

Prepare, analyze and manage operation through statistical analysis of activity.

Manage customer service based development and standards certification.

Manage and coordinate the implementation of new products and technologies.

Meet and exceed Think Customer First Goals

Update/train and promote marketing campaigns and initiatives with call center.


Punctual, regular, and consistent attendance.

Perform other duties as assigned.

Qualifications
Education:

Bachelor's degree or recognized equivalent in work experience or a combination of work experience and education.

Experience:

Minimum 2-3 years experience in the cable industry.
Minimum 3-5 years exceptional performance as a Customer Service, Call Center Supervisor, or a comparable management position.

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



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