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
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.
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.
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