Supv, Customer Care (Denver, CO) 68302657 Job in Denver, Colorado US

Supv, Customer Care (Denver, CO) 68302657

Customer Care Cable/Mile High 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. 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). - Aptitude in maintaining and building collaborative partnerships with internal departments. -Proven leadership ability in a customer service setting; ability to motivate, coach, mentor while building team rapport and loyalty. -Excellent organizational and time management skills, with a proven ability to handle multiple projects under pressure with minimal supervision are essential. - Consistent exercise of independent judgment and discretion in matters of significance. Requirements Requirements: - Bachelors Degree or Equivalent - Business - - Generally requires 4-7 years related experience Education Level: Bachelors Degree or Equivalent Preferred Years Experience: Generally requires 4-7 years related experience. 1 years of call center experience - Required Previous supervisory experience preferred but not required. Previous SAP experience is a HUGE plus! The ideal candidate will be highly motivated and enjoy working in a fast paced, challenging call center environment with both employees and customers to achieve department goals. Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.