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Manager, Customer Service Strategy & Ops - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Atlanta, GA Atlanta, Georgia |
About this job
Business Unit:
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Summary
Responsible for planning and developing strategies in accordance with
corporate goals for customer service function. Prepares and controls
operating budget for customer service function and controls cost to help
attain profit objectives.
Manages customer service strategy for automated customer solutions, including IVR, SIK, and My Account. Coordinates deployment of initiatives in partnership with key stakeholders at the Corporate, Division, Region, and Local levels. Maintains a playbook of customer service impacting self-service initiatives. Provides analysis of operational impacts driven by systems and processes to senior leadership, develops recommendations for performance improvement, and measures impact of change.
Core Responsibilities
* Provides customer service leadership with regard to all facets of operations analysis,
performance management, and time entry.
* Prepares, analyzes, and manages operation through statistical analysis of activity.
* Plans, develops, and administers customer service programs in adherence with
national and system customer service objectives.
* Implements company policy, procedures, standards, and goals.
* Conducts regular meetings with Customer Care Supervisors to maintain two-way
communication and achievement of departmental objectives.
* Monitors customer service productivity in accordance with established policy to
assure adherence as well as completeness in all customer transactions.
* 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.
Education Level
* Bachelors Degree or Equivalent
Field of Study
* Business
Years of Experience
* Generally requires 6-9 years related experience
Compliance
Comcast is an EEO/AA/Drug Free Workplace.
Disclaimer
The above information has been designed to indicate the general nature and level of
work performed by employees in this role. It is not designed to contain or be
interpreted as a comprehensive inventory of all duties, responsibilities and
qualifications
Comcast is an EOE/Veterans/Disabled/LGBT employer
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Summary
Responsible for planning and developing strategies in accordance with
corporate goals for customer service function. Prepares and controls
operating budget for customer service function and controls cost to help
attain profit objectives.
Manages customer service strategy for automated customer solutions, including IVR, SIK, and My Account. Coordinates deployment of initiatives in partnership with key stakeholders at the Corporate, Division, Region, and Local levels. Maintains a playbook of customer service impacting self-service initiatives. Provides analysis of operational impacts driven by systems and processes to senior leadership, develops recommendations for performance improvement, and measures impact of change.
Core Responsibilities
* Provides customer service leadership with regard to all facets of operations analysis,
performance management, and time entry.
* Prepares, analyzes, and manages operation through statistical analysis of activity.
* Plans, develops, and administers customer service programs in adherence with
national and system customer service objectives.
* Implements company policy, procedures, standards, and goals.
* Conducts regular meetings with Customer Care Supervisors to maintain two-way
communication and achievement of departmental objectives.
* Monitors customer service productivity in accordance with established policy to
assure adherence as well as completeness in all customer transactions.
* 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.
Education Level
* Bachelors Degree or Equivalent
Field of Study
* Business
Years of Experience
* Generally requires 6-9 years related experience
Compliance
Comcast is an EEO/AA/Drug Free Workplace.
Disclaimer
The above information has been designed to indicate the general nature and level of
work performed by employees in this role. It is not designed to contain or be
interpreted as a comprehensive inventory of all duties, responsibilities and
qualifications
Comcast is an EOE/Veterans/Disabled/LGBT employer