United States onlyJob Summary
Focuses on delivering accurate forecasts by bringing clarity to the implementation of operational initiatives in the CXSO organization. Manages key relationships throughout the forecasting process. This role requires strong contact center analytics expertise to interpret trends, identify opportunities, and guide data-driven decisions. Serves as a liaison for internal teams and key stakeholders, ensuring alignment with organizational strategies and objectives. Provides leadership in developing processes and standards that support efficiency and performance across multi-site environments.Responsible for planning and developing strategies in accordance with corporate goals for customer service function. Prepares and controls operating budget for customer service function and controls cost to help attain profit objectives.
Job Description
Core Responsibilities
- Provides customer service leadership with regard to all facets of operations analysis, performance management and time entry.
- Prepares, analyzes and manages operation through statistical analysis of activity.
- Plans, develops and administers customer service programs in adherence with national and system customer service objectives.
- Implements company policy, procedures, standards and goals.
- Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives.
- Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Support a culture of inclusion in how you work and lead.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Skills
Analytical Thinking, Call Center Staffing, Data Storytelling, Detail-Oriented, Microsoft Office, Microsoft Power Business Intelligence (BI), Proactive Problem SolvingCompensation
Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Education
Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Certifications (if applicable)
