Comcast Careers

RTE Supervisor

Jacksonville, FL
Customer Care (Customer Care - Call Center)

Job Description

Business Unit:

Job Summary:

Responsible for directly supervising the Comcast Real Time Escalations

team which acts as a helpdesk to the Repair COE, overseeing complex

escalated issues/concerns, addressing all repair and billing related issues which

are resolved in a timely and professional manner. Monitors and ensures

the proper training of RTE Repair Specialists and ensures call quality

within the call center. Ensures adherence to S4X. Coordinates and supervises the daily

activities of business support, technical or production staff who

perform tasks in the same function. Sets priorities for the team.

Assigns tasks and checks work at regular intervals.

Core Responsibilities:

- Employee engagement, mentoring ability and leadership skills.

- Provides guidance and/or assistance to RTE Repair Specialists' team in resolution

of difficult questions, problems and requests. Articulates professional

customer contact skills in verbal, non-verbal and written communications.

- Ensures optimum of customer service staffing levels through efficient

scheduling and adjustment to meet peak service demands.

- Ensures competence and continuity of qualified customer service

personnel through optimum selection, training and development, appraisal

and motivational techniques.

- Collects, compiles, and analyzes data to identify trends from

statistical analysis and makes recommendations to management for

improving Customer Service.

- Proficient in Excel, PowerPoint; comfortable compiling data and delivering

presentations to Sr. Leadership across the Central Division

- May interface with other Regional/Divisional Entities to ensure proper

handling of customer issues and concerns through strong interpersonal

communication and problem solving skills.

- Troubleshoot using Einstein Interactive Troubleshooting Guides (ITG)

- Conducts real-time phone monitoring and coaching to RTE Repair Specialists in

order to maintain required service levels; provides immediate feedback

to associates to increase productivity levels.

- Consistent exercise of independent judgment and discretion in matters

of significance.

- Regular, consistent and punctual attendance. 7 day/week operation;

Must be able to work nights and weekends, ability to take on-call duty,

variable schedule(s) as necessary.

- Other duties and responsibilities as assigned.

Job Specification:

- Bachelors Degree or Equivalent



- Generally requires 4-7 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer