Contract Services Supervisor

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Work Schedule - Mon-Fri 7:00am-3:30pm.
Oversee all contract installation activity in the Winchester and Natick FMA's, which is currently at 85 installers, 7 days a week.
Supervise, train, and develop 3 QC technicians
Insure contract installers achieve all Comcast metrics including missed/lates, T/C to new install, percent completion, IVR utilization, CPE accuracy, customer satisfaction, and digital reference guide distribution.
Insure we have a contractor team that will provide high quality installations and outstanding customer service in a multi-product environment.
Review and act on all WOW and CRUDD tickets daily, insuring customers receive a follow-up telephone call within 24 hours whenver possible.
Interact with customers to resolve issues, inquiries and special situations.
Assess and coordinate QC tech skill set and insure the quantity of QC's they complete meet Regional objectives
Constantly monitor contractors performance and compliance by reviewing all available tools including WTPR reports, morning report, weekly metrics data, etc.
Effectively oversee u/g drop replacement process to correct problems in a timely manner.
Perform weekly CQE and safety ride-outs and customer QC's
Actively participate on biweekly contractor conference calls
Insure we have an adequate number of installation contractors to insure quota windows are within Regional goals for all product lines and disconnects.
Effectively and accurately communicate information verbal and written to contractors in a manner that achieves understanding and commitment. (goals, initiatives, policies, new products, etc.)
Support new product launches by insuring QC techs and contract installers are properly trained.
Consistently review and analyze contractor results and performance to established goals, and serve as a resource by offering feedback and guidance, as appropriate.
Work in a fast pace environment that is constantly changing due to the nature of our products and competitors.
Assure efficient, safe, and professional execution of all work related duties, in compliance with Comcast, FCC, and OSHA guidelines.

Qualifications
Bachelors degree or equivalent work experience. 5 years experience in Broadband installation and service industry or equivalent work experience. 2 years experience working with a contractor workforce. Knowledge of installation metrics very helpful. Must have demonstrated the following leadership experience and abilities: team building, time management, flexibility, sound judgment and decision-making. Ability to motivate and provide clear direction to a large group of contract installers. Must work well under pressure in a fast paced, changing environment. Strong organizational, problem-solving, verbal, and written skills. A valid driver license and a good driving record is required.


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