Director of Customer Care

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Reporting to the Vice President & General Manager, the Call Center Director will be responsible for customer contact operations encompassing a growing 250 seat call center in Sandy, UT. You will provide general support and direction to management personnel in all areas of customer service office operations, to help ensure excellent customer service for our customers. You will ensure the smooth operation of the department and function under your management. This leadership role will include assessment and implementation of technology enhancements, management of recruitment and on boarding of new CSRs, optimization of training programs, ensuring overall operational cost and productivity effectiveness, and management of upsell revenue programs.Now is the time to join a company that has revolutionized the communications industry and to be part of a corporate culture unlike any other! It is vibrant, growing, filled with lots of bright, energetic people who have passion for our products and believe that what we do makes a difference on a daily basis. Founded in 1963, Comcast has grown from a single system cable operation into one of the world's leading communication companies, focused on broadband cable, commerce and content. Comcast Cable is the country's largest provider of cable services, and is expanding its cable operations to deliver digital services, provide faster Internet and IP-enabled phone service, as well as develop and deliver innovative programming. As our company evolves, we will continue to look to the future and the provision of new communications technology, new opportunities, and more choices, providing people with the communications products and services that connect them to what's important in their lives.
ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:
Manage a growing 250 seat Customer Care Center to support our cable, phone, and high speed internet customers.

Manage the bad debt and collection vendors in the market

Managing a team of Call Center Managers including a Resource Manager, Scheduling Coordinator, Supervisors, Leads and Customer Care Representatives to meet operation goals.

Make recommendations and implement changes to improve service efficiency, while maintaining budget requirements.

Ensure proper recruitment, training, staffing and technology to handle call volume.

Monitor employee performance standards, and take appropriate corrective actions in order to meet standards.

Champion new technology improvements and system enhancements to meet business objectives

Work with Senior Management in development of short and long-term business and strategic plans and organizational structure within the Customer Care Center.

Manage staff to ensure call flow and order processing efficiency so that orders are handled in a timely manner and within budget.

Manage mail order processing and data entry.

Evaluate current reporting tools and performance measurements and make continuous improvements as needed.

Oversee a well-executed call monitoring process that ensures a high level of call quality deliver.

Directs the activities of customer service operations and training, prepares reports for analyzing operations, identifies problems and

Monitors system activity in order to identify problem areas and assists with suitable corrective action when necessary.

Possesses knowledge of P&L statements, operating policies, practices and procedures, billing systems, marketing promotions and other information directly affecting system operations.

Ensures NCTA compliance by working with corporate and division personnel in establishing quality customer service.

Aids department in meeting all reporting requirements and provides analysis of performance goals and objectives.

Oversees and communicates all customer service performance objectives to ensure compliance with company goals.

Selects, develops, and assigns personnel to various jobs within the area of operations to maximize productivity of the work force and to improve the quality of customer service.

Aids departments in establishing office procedures, motivations and training office staff and customer service personnel.

Assists in productions and managing budgets, both on the Revenue and G & A side.

Demonstrates and ensures compliance with Customer Service philosophy.

Other functions that may be assigned.

Punctual, regular, and consistent attendance.Qualifications

Bachelor's Degree or equivalent experience.

Three - five year's management experience in call center, cable television or related field.

Proven ability to motivate people, inspires teamwork, administer and supervise.

Ability to work with corporate management, supervisors and customers.

Excellent verbal and written communication skills.
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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