Sr. Director of Finance, Outsource Management and Long Range Man

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Reporting to the Vice President of Customer Care for the Northern Division, this position is responsible for providing financial analysis to senior management in support of Call Center strategies that balance business risks and opportunities for growth. Leads Northern Division Regional Care budget and forecast development and manage for achievement of including capital and facility planning. Identify potential operational improvements and efficiencies through data-rich analysis and metrics development. This position is responsible to develop Care strategic, long term manpower planning requirements for the Northern Division and works in partnership with the Regions to operationalize them. The Director will serve as a liaison between outsource vendors used to support the inbound call center and the Regional functions that are impacted by the outsource vendor's performance (ie call center, field, marketing, sales, government affairs). This position determines specific measures of quality for the Outsource vendor with a goal of maximizing the effectiveness and quality of the outsourced Customer Care function. This Director is accountable for the day-to-day management of outsourcers to performance expectations.Critical Competencies:
Demonstrates effective influencing and partnership management skills, e.g., relationship building, problem solving, negotiating
Demonstrates strong achievement orientation through setting challenging goals, measuring performance and taking action resulting in an improved customer experience
Translates broad strategies into specific operational plans with a compelling results orientation
Demonstrates the functional expertise to understand and resolve operational issues
Demonstrates exceptional critical thinking and analytical skills by recognizing trends and patterns, systematically breaking down the situation, conducting root cause analysis and recommending solutions based on analysis
Maintains high standards of integrity, treats all individuals fairly and with respect, acts consistently and inclusivelyPunctual, regular, and consistent attendance.Qualifications
Qualifications:
4 year college degree in business or related field; MBA preferred.
5+ years experience in financial planning including budgeting, forecasting and variance analysis
10+ years of business experience in a service environment.
5+ years of direct management experience managing teams and functions.
Excellent written and verbal communication skills.
Demonstrated analytical and critical thinking skills.
Background in the broadband industry or one of the broadband lines of business is preferable.
Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.To submit a resume for this position, please click on the "Apply Now" button. Please reference I-CAREERBUILDER.COM as the source through which you learned of this position.Job Requirements
Please see Job Description
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