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.

Job Summary

Responsible for managing the Business Class Retention team within a call center environment. Communicates procedures, resolves operational issues and ensures personnel receive required information and documentation to perform their tasks efficiently. Oversees the communication flow between functional groups regarding retention activity, reports and analysis on client activity. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

Job Description

Core Responsibilities

• Tracks, analyses and reports performance data on key departmental initiatives, including performance analysis, performance measurements and processed transactions.
• Provides overall direction of the Business Class Retention team to ensure performance, system database management accuracy, sales/retention reporting and production/control of associated reports.
• Interfaces with appropriate internal groups (i.e., Accounting, Finance, Sales, Operations, IT and Legal Affairs) to ensure proper analysis of tracking and reporting.
• Provides leadership, guidance and direction to supervisors and technical staff.
• Ensures that standard process guidelines are followed for operation of Business Sales and Customer Loyalty Center to include activity management, work queue management and internal phone system use.
• Participates in creation of and communicates administrative policies and procedures for the call center.
• Oversees call monitoring, coaching and coordination of training for retention team.
• Collaborates with internal clients to assure team is meeting and exceeding retention requirements.
• Cultivate a positive and motivational team environment that supports the sales mission of the call center.
• Hires, coaches and evaluates personnel and leadership based on performance 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

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

Disclaimer:

• This 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 proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

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