Supervisor, XM Tier 3 Help Desk

Comcast North Charleston , SC 29418

Posted 2 weeks ago

Business Unit:

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

  • Respect and promote inclusion and diversity

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

Job Summary:

The Help Desk Supervisor will be responsible for the supervision of the day-to-day help desk tasks, procedures, policies, and directly supporting the Xfinity Mobile team. This role requires a deep understanding of company standards and goals. Customarily and regularly directs the work of approximately 12 full-time Help Desk Agents or their equivalent.

Core Responsibilities:

  • Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry.

  • Administers customer service programs in adherence with national and system customer service objectives.

  • Manages and trains Customer Care Operations Specialist and Coordinators.

  • Assists in monitoring customer service productivity in accordance with established policy to assure adherence as well as completeness.

  • Ensures adherence to company policy, procedures, standards, and goals.

  • 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:

  • Bachelor's Degree or Equivalent (Business)

  • Generally, requires 4-7 years related experience

  • Catalyst, Zendesk, and Next Gen experience, a plus

  • Proven leadership skills, a plus (12 direct reports)

  • Strong communication skills, written and verbally

  • Team player with the ability to multitask

Comcast is an EOE/Veterans/Disabled/LGBT employer

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Supervisor, XM Tier 3 Help Desk