CAE Supervisor Salt Lake City

POSITION OVERVIEW: Supervise a team of Customer Account Executives including establishing and managing to performance goals, providing ongoing coaching of employees, evaluating performance, and supporting team and individual employee development.


POSITION SUMMARY:
Provide coaching and feedback in an effective manner that promotes positive change and success of the team.
Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth.
Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees.
Foster a climate of mutual respect that values the contributions of individual team members and maximizes the diverse talents of each employee.
Support team members in problem solving to attain first call resolution.
Utilize all resources to address escalated customer issues in a responsive, timely manner to improve our Company's reputation by creating moments of excellence for our customers.
Actively promote and motivate individuals and the team toward achievement of goals.
Build a good rapport with members of Tech Ops in order to resolve customer issues in an effective manner.
Coach/develop and assist staff in problem solving resolution process.
Ensure competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques.
Ensures high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
Monitor and coach employee performance toward career goals.
Review daily transactions and provide feedback to staff.
Conduct monthly/annual CAE review sessions.
Responsible for achieving individual, team and Call Center goals.
Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands.
Involved in the selection process of new Customer Account Executive (CAE) candidates.
Maintain and enforce department/company policies and guidelines.
Remain abreast of new Comcast products, pricing, discounts, and technology.
Perform other related duties as assigned.


Required Skills:
Education:
Bachelor's degree in related field
One to three years related experience and/or training; or equivalent combination of education and experience.

Minimum Requirements:
Bi-lingual, Spanish Speaking preferred, but not required.
Ability to communicate effectively with customers and employees of organization.
Ability to calculate figures and amounts as discounts, interest, commissions.
Ability to work a flexible schedule including weekends/evenings.
Ability to manage several projects concurrently. Experience with CSG a plus.