Customer Care Supervisor Chelmsford, Massachusetts

Customer Care Supervisor - Chelmsford, Massachusetts

. Supervise a team of Customer Account Executives including establishing performance goals, providing FOCUS and performance reviews, and supporting team and individual employee development.
• Partner with Team Manager and Development Specialist to develop and lead an effective Customer Care team to achieve clearly defined, realistic productivity goals.
. Communicate and manage expectations for work adherence and compliance, work order accuracy and achievement of service level, utilizing Centergy, monitoring, reports and other call center technologies.
• Partner with the Development Specialist to provide coaching and feedback on employee performance that insures consistency and a high level of customer service.
. Analyze and actively manage quantitative and qualitative performance metrics and communicate information to managers 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. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction.
• Actively promote and motivate individuals and the team toward achievement of sales goals.
. Punctual, regular and consistent attendance. Perform other related responsibilities as assigned.

• B.S/B.A Degree in related field or equivalent experience.
• 2+ years related experience in a supervisory position in a customer care environment preferred.
• 4+ years experience providing superior customer care as a Customer Care Professional preferred
• Excellent written, verbal, and interpersonal communication skills
• Strong organizational skills, follow-through and demonstrated ability to multi-task and meet deadlines
• Work Schedule: Monday - Friday 9a.m. - 5:30p.m.
• Ability to work occasional weekends to fill in.
• Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.


Required Skills:
• B.S/B.A Degree in related field or equivalent experience.
• 2+ years related experience in a supervisory position in a customer care environment preferred.
• 4+ years experience providing superior customer care as a Customer Care Professional preferred
• Excellent written, verbal, and interpersonal communication skills
• Strong organizational skills, follow-through and demonstrated ability to multi-task and meet deadlines
• Work Schedule: Monday - Friday 9a.m. - 5:30p.m.
• Ability to work occasional weekends to fill in.
• Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.