Comcast Careers

Supervisor, WAN Operations

Philadelphia, PA
Other (Telecommunications)

Job Description

Business Unit:

Job Summary:

Responsible for overseeing the day-to-day functions of Comcast Business Services order processing teams. Prioritize team workload to ensure that sales orders are processed and installed in a timely and accurate manner. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

Core Responsibilities:

  • Performs staffing, hiring, and training tasks including workforce planning, team building, orientation, providing direct training, and providing resources for training.
  • Ensure the timely and accurate processing of customer orders.
  • Evaluates workforce planning and workload prioritization and adjusts as needed to meet key performance metrics.
  • Identifies and implements best practices ensuring continuous process efficiency improvement.
  • Performs departmental needs analysis and produces strategic, cost-effective solutions.
  • Utilizes knowledge of Comcast Business Class products and systems to provide expert knowledge to staff.
  • Holds regular team meetings to ensure reps are appropriately informed in order to create a quality customer experience.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

Job Specification:

  • Bachelors Degree or Equivalent
  • Generally requires 4-7 years related experience

Employees at all levels are expected to:

  • Understand our Operating Principles; make them the guidelines for how you do your job
  • Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services
  • Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences
  • Win as a team-make big things happen by working together and being open to new ideas
  • Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making callbacks and helping us elevate opportunities to do better for our customers
  • Drive results and growth
  • Respect and promote inclusion and diversity
  • Do what's right for each other, our customers, investors and our communities

Comcast is an EOE/Veterans/Disabled/LGBT employer