Comcast Manager, ETS in Naperville, Illinois

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary:

Responsible for managing Comcast Business multi-product technical

support teams. Serves as a primary interface for developing and

executing strategies to optimize customer support performance and meet

strategic business strategy and goals. Manages team which may include

exempt and non-exempt employees. Provides subject matter guidance to

employees as required. Develops processes and procedures to drive

department efficiencies, assist in development, and meeting of,

departmental budget.

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

Core Responsibilities:

- Manages service assurance technical support operations, driving

operating improvements and quality performance through productivity

measurement and monitoring, staff coaching and training.

- Manages achievement of service level goals and compliance with

enterprise and regulatory requirements.

- Manages initiatives, driving stakeholder and/or cross-functional

collaboration that ensures high quality decisions and prompt resolution

of business issues.

- Ensures quality response to prospective and current Comcast Business

customers who contact the care centers with service, technical or

billing questions.

- Develops, implements and monitors operations policies, procedures,

programs and standards that support the goals and objectives of the

Comcast Business care centers.

- Works with other departments, commercial business service centers and

third-party partners to identify and resolve issues. Acts as liaison

with other departments to support launches and set up demonstration,

test and training accounts.

- May handle escalated issues personally. Troubleshoots and escalates

issues as needed.

- May run floor and assist or stand in for other managers and

supervisors as needed.

- Develops staffing plans by working with the Resource Management team.

Participates in the hiring of supervisors. Establishes individual

performance goals for direct reports, conducts performance reviews and

provides coaching and counseling. Plans, approves and implements

programs for the development of team members. Handles discipline and

documentation steps in problem employee situations.

- Analyzes department's performance reports. Reports on team's progress.

Ensures that team meets productivity, quality and service standards.

- 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

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- Generally requires 6-9 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer