Sr Director Customer Support - Northeast Phila.

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Position Summary: This position is the multi-location Site Leader for the Customer Care function in Metro Philadelphia, including the addition of the Time Warner customer service team. The leader plans, develops and implements strategic direction in response to customer needs and market demands for our Enterprise products. Has overall responsibility for the incubation of care delivery strategies and product testing for new or integrated high technology offerings. Ensures service is at an exceptional level and coordinates direction and resources of a technology-focused organization comprised of management staff, 300+ Enterprise Agents and Care support teams.

Major Duties:

Manage growth and development of technology-based organization on multiple levels, while ensuring quality customer service and availability within inbound help desk environment.

Manage, direct and control all activities related to resources within area of responsibility such as headcount, management information systems and training and development for the Call Center.

Identify process breakdown points and work with cross-functional teams to develop solutions. Effectively utilize external / internal benchmarks to improve performance.

Ensure that all efforts are made to retain revenue, improve product mix and maintain the integrity of accounts receivable.

Allocate internal resources to address priority functions. Recommend staffing changes/additions to carry out programs and plans to meet internal goals.

Monitor the expense process; establish budgets and constraints to assure expense goals are met.

Provide customer service leadership with regard to all facets of customer contact.

Drive introduction and business implementation of current and new technical products.

Monitor customer service productivity in accordance to established policy to assure adherence as well as completeness in all customer transactions.

Set standards of performance for Enterprise operations to promote sales and to meet established departmental goals.

Develop strong management team through optimum selection, training and development, appraisal and motivational techniques.

Conduct regular meetings with Directors, Managers and Supervisors to maintain two-way communication and achievement of organizational objectives. Effectively communicate with all levels during times of change.

Create a professional atmosphere of mutual support among the employees in order to maintain the highest levels of organization flexibility. Create and manage effective partnerships with colleagues in other areas to eliminate redundancies and create efficiencies

Ensure that all levels clearly understand Comcast's goals and objectives and how their functions contribute to these goals; strategize a detailed action plan for the team to meet these goals, assigning clear authority and accountability.

Perform other related duties as assigned.

Punctual, regular, and consistent attendance.

Qualifications
Experience:
5 - 7 years experience in a multi-site Customer Service leadership position (Call Center, MSO, RBOC, service vendor) commensurate with scope required (300+ employee responsibility).

Preferred Qualifications:

In-depth knowledge of telecommunications products and services to include cable television, Circuit Switch Voice, VOIP and broadband.

Demonstrated knowledge of the industry, environment and competition.

Demonstrated ability to lead (form, develop and measure) a team through constant change

Demonstrated mastery utilizing automated Call Center structure linked to continuous improvement-based employee relation's practices to achieve/exceed performance/service level standards.

Proven coaching, counseling, and motivational ability, with highly developed performance management skills preferred.

Strong analytical and problem-solving skills; ability to plan, prioritize and organize effectively and to make sound, logical decisions.

Proficiency in Microsoft Office and other related software; in-depth knowledge of Remedy, MAC and Windows operating systems, and Internet browsers preferable.

Punctual, regular and consistent attendance required.

Education:
Bachelor's degree in a related field, MBA or Master's degree in a technical competency area preferred.





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



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