Supervisor, Loyalty - Call Center (Minnetonka, MN) 72686631
Reference Code
001c23b8-2c61-1ed2-9ab1-bab1e7cd1169
Job Title
Supv, Cust Acct Exec
Division/Entity
West Division Customer Service
Job Overview
Comcast's Customer Loyalty Center of Excellence is a large, exciting and collaborative call center located in Minnetonka, MN. Our Loyalty Customer Account Executive Supervisors and support teams pride themselves on providing exceptional customer service to Comcast customers throughout the West Division. The Supervisor's primary responsibility is to lead a team of up to 12 Customer Account Executives to improve performance and enhance the overall Comcast customer experience. The Supervisor will focus on performance management by coaching, providing actionable feedback, conducting side by side observations, and call monitoring. Performing in a fast paced- ever changing environment, the Supervisor role requires strong interpersonal skills and frequent feedback and interaction with CAE's, the ability to use metrics, reporting and other available information to help each CAE achieve personal and career developmental goals. The Supervisor is responsible for supervising the performance of CAE's in all activities related to offering and selling Comcast products and services. A successful candidate for the Loyalty Supervisor position will have experience in training, coaching and providing constructive feedback to their team members. The Supervisor will address and coach CAE's behaviors such as tone, demeanor and negotiation skills while driving performance. The Supervisor will maximize the team goals and objectives by providing positive motivation to the CAE's, use performance management to achieve a range of sales and operational business goals, and ensures the Comcast Quality Experience (CQE) is being delivered to the customer to encourage continued loyalty to Comcast.
Core Responsibilities
Responsible for supervising the performance of Customer Account Executives (CAE) in all activities related to Comcast products as well as customer equipment. Provides leadership and manages performance to achieve a range of sales, service and operational business goals, and ensures the Comcast Quality Experience (CQE).
Tasks
- Develops personal performance plans with CAE's and provides on-going performance feedback and quarterly performance plan reviews. Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service. - Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements. Identifies variances and creates effective plans to address gaps. - Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role. - Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques. - Conducts monthly team meetings to deliver key communications and build team spirit and provide employee recognition. - Develops and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services. - Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees. - Approves CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits. - Conducts real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels. - 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) as necessary. - Other duties and responsibilities as assigned.
Requirements
- Bachelors Degree or Equivalent - Business - Generally requires 4-7 years related experience
Additional Requirements
Preferred:
Sales/ Management experience - 2 years of management experience - Sales or telemarketing experience preferred - Previous call center supervisor experience preferred - Encouraging and responsive teaching style while being comfortable assessing performance and giving feedback - Able to create an open and supportive learning environment - Ability to approve team's time, manages schedules, including time off requests and leaves to meet the needs of the business
Communication - Excellent verbal and written skills - Excellent phone skills - ability to build rapport and probe for information over the phone - Computer fluent - including Windows programs - Ability to maneuver between multiple screens quickly; multi-task keyboarding experience required
Technical - Comfortable with technical terminology - Can effectively interpret CAE's performance data - Good time management and prioritization skills - Thrives in a metric-driven environment with both departmental and corporate goals - Ability to type 30 wpm
Personal Characteristics - Energetic, enthusiastic, and excited to work for Comcast - Has a positive outlook by setting a tone for team and skilled at motivating people - Consistent exercise of independent judgment and discretion in matters of significance - Punctual, regular, and consistent attendance - Detail-oriented with superior time management skills while responding well to team or corporate goals - Able to work under pressure and handle stressful situations - Ability to work a variety of shifts and overtime as needed
Employment Type
Regular
Working Time
Full-time
City
Minnetonka, Minnesota
Comcast is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means.