Posting NC50546908

Comcast Cable West Division

Customer service is viewed as strategically critical to the future of the sales, marketing and customer retention efforts of the organization. This position reports to the Regional Vice President of Customer Service and is responsible for ensuring success across key operating and financial metrics for 1 site with more than 500 employees. Provides oversight to and leads projects/initiatives, manages P&L (financials/budgeting/planning), and drives efficiencies and best practices across the call centers. Key outcomes include those which continue to drive better service and sales at lower cost, while creating a great place to work.

Required Skills:
Provide leadership, guidance and direction to call center leaders and technical staff.
Design and implement process improvements in partnership with cross-functional teams to maximize resources, improve operational efficiencies, and ensure the best experience for our customers.
Assure a smooth integration of new product offerings into the call center operation.
Assist with the development of call center technology and productivity tools.
Improve customer feedback mechanism to inform product development, improve customer satisfaction, and increase the lifetime value of our subscribers.
Develop and enhance interdepartmental communication and teamwork to meet customer needs.
Manage all aspects of relationships with outsourced vendors.
Share and implement effective call center management practices to increase revenue, improve productivity, and improve service quality.
Punctual, regular, and consistent attendance.
All other duties as assigned.

The successful candidate will possess a thorough understanding of call center operations, have the ability to switch between functional and strategic responsibilities, be detail-oriented, a problem solver and a strong manager of people and projects.

This executive must be a mature, team-oriented, energetic businessperson who establishes an esprit de corps within the organization and has placed major emphasis on success and teamwork in prior positions of increasing responsibility. Dynamic and detail oriented, yet flexible, the successful candidate will have earned a reputation as a team leader, and strong motivator and developer of people. He/she must be a manager who leads by example with a take charge but participative management style. The individual should have had experience in establishing a high performance environment where vision and mission are clearly defined, where targets for performance are aggressive, where feedback is expected and utilized to improve performance and where rewards for high performers and consequences for low performers are visible and real.

Bachelor's degree in business or a related area preferred. MBA preferred.
7-10 years inbound, call center management experience including a minimum of 5 years in a multi-site management role with more than 500 employees.
Strong facilitation skills.
Proven ability to think strategically and respond tactically in a dynamic call center environment.
Strong organizational, administrative, development and implementation skills.
Working knowledge of call center technologies, call traffic analysis, and call distributions.
Financial and analytical skills both at a strategic and functional level.
Skilled written and oral communicator, able to communicate business needs and impact to staff and stakeholders at all levels.
Proven problem solving abilities at all levels.
Proven ability to foster teamwork, motivate and coach others.
Inquisitive, analytic, organized, process-oriented, driven toward measurable results.
Must have solid background in process improvement, cost reduction, sales improvement, and quality improvement activities.
Some travel required.