Supervisor, Channel Support (St. Paul, MN)

Comcast Saint Paul , MN 55102

Posted 1 week ago

Business Unit:

Job Summary:

The Channel Support Supervisor is responsible for the coordination, implementation and execution of various operational support initiatives and programs, while leading a team of agents to ensure consistency with defined successful behaviors in supporting order entry, escalations interaction and back office support for internal COE and field professionals. The Supervisor will develop their team members through regular monitoring, coaching and training. At any given time the supervisor may have full responsibility of the call center in the absence of management presence and will be required to execute on decisions that directly affect the operations of the center. Including vendor management and call volume management with the ROC and WFM.

Employees at all levels are expect 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

  • Respect and promote inclusion and diversity

  • Do what's right for each other, our customers, investors and our communities

Primary Responsibilities:

  • Designs and implements process and escalation improvements in partnership with related regional sales operational teams to maximize resources, improve sales processes and order entry efficiencies.

  • Improves internal COE and field sales professional feedback mechanism and related work order and order entry processes to support sales and connect goals as well as improve customer satisfaction.

  • Interface with Regional/Divisional Entities to ensure proper handling of field sales professional's issues and concerns through strong interpersonal communication and problem solving skills.

  • Provides guidance and/or assistance to in resolution of difficult questions, problems and requests. Articulates professional customer contact skills (written and spoken).

  • Lead/ manage project work performed by team members.

  • Ensures optimization of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.

  • Ensures competence and continuity of qualified customer service personnel through optimum selection, training and development, appraisal and motivational techniques.

  • Conducts real time phone monitoring and coaching to Order Entry/ CAEs in order to maintain required service levels provides immediate feedback to associates to increase productivity levels.

  • Acts as primary COE contact, depending on shift assignment, requiring leadership decisions in matters of call-center operations, including call-volume routing and overflow vendor guidance.

  • Consistent exercise of independent judgment and discretion in matters of significance.

Core Responsibilities:

  • Interfaces with appropriate internal group s (i.e., Accounting, Finance, Sales, Operations, IT, and Legal Affairs) to ensure proper analysis of tracking and reporting.

  • Maintains the sales forecast and analysis for management reports.

  • Captures and updates all required reporting materials to provide Product Sales management, customized reports.

  • Maintains a high level of technical expertise and sales proficiency to meet the reporting needs on client activity.

  • Looks for best practices and brings them to the forefront for group usage. Effectively identifies problems as they occur and takes steps to resolve them.

  • 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.

Job Specification:

  • Bachelors Degree or Equivalent

  • Business, Marketing

  • Generally requires 4-7 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

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Supervisor, Channel Support (St. Paul, MN)