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Director of Customer Care: Comcast Corporation

Ensures customer experience is at an exceptional level



This position will be located in North Charleston, SC Position Summary: Plans, develops and implements
strategy to respond to customer needs and market demands for customer service operations team.
Ensures customer experience is at an exceptional level through coordination of staff and resources of 100+
employees. Major Duties: (May perform any or all of the following duties.)
• Ensure quality customer service and availability on all inbound Sales and Accounts traffic.
• Provide leadership with regard to all facets of customer contact and support.
• Develop strong leadership team through optimum selection, training and development,
appraisal and motivation.
• Monitor customer service productivity in accordance with established policy to assure adherence
as well as completeness in all customer transactions.
• Set standards of performance for Sales and Accounts operations to promote sales and to meet
established goals.
• Conduct regular meetings with Customer Service leadership and other department peers to
maintain two-way communication and achievement of organizational objectives.
• Monitor the expense process; establish budgets and methods to assure expense goals are met.
• Allocate internal resources to address priority functions. Recommend staffing changes/additions
to carry out programs and plans to meet internal goals.
• Create a professional atmosphere of mutual support among the employees in order to maintain
the highest levels of organization flexibility. This includes the training of employees and
leadership so that quality service is emphasized and delivered; and that career paths are
obtainable, as employees understand their career potential.
Perform periodic performance reviews to determine employee eligibility for, among other things, merit increases, bonuses, an promotional and tranfer opportunities.
• Perform other related duties as assigned.
• Team-oriented and flexible environment.
• Punctual, regular, and consistent attendance.


Required Skills:
Demonstrated leadership skills in creating a team oriented culture.
• Demonstrated skill utilizing automated Call Center structure linked to continuous improvement-based
employee relation practices to achieve/exceed performance/service level standards.
• Knowledge of products and services.
• Ability to work weekends, holidays and on call.
• Ability to coach, counsel, motivate others.
• Staffing and interviewing skills.
• Ability to plan, prioritize and organize effectively.
• Proficiency in Microsoft Office and other related software.
• Excellent presentation, oral, written, and interpersonal skills required.
EDUCATION:
Bachelor's Degree (Master's Preferred) in a related field or the recognized equivalent in work experience or a combination of work experience and education.
Experience:
5+ Years experience in a Customer Service leadership position (Call Center, MSO, RBOC, service vendor) commensurate with scope required (100+ employee responsibility).Experience with scheduling software, IVR and phone switch operations preferred.
Working Conditions:
• Fast paced, often high-pressure, office environment.
• Must travel to work in inclement weather.