Comcast Careers

Administrative Supervisor

Tucson, AZ
Customer Care (Customer Care - Call Center)

Job Description

Business Unit:

Job Summary:
Responsible for the development and implementation of Customer Care Operations policies, procedures, and performance standards. The Administrative Supervisor is responsible for the leadership and execution of the administrative tasks and duties associated with call center operations by collaborating with call center leadership to improve productivity and performance.

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 call backs 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

Core Responsibilities:

- Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies

- Provides reports and analysis of time entry and other operational metrics on a routine basis. Approves frontline agent time while performing reconciliation of timesheets with sign in/sign out reports, FMLA/LOA/ADA, WFM reporting and time off quota balances

- Manages the planning development, coordination, support, and execution of frontline career progression programs, leaves of absence, return to work process, attendance and generation of corrective action forms

- Evaluates and implements new methods and techniques for operational improvement

- Provides customer service leadership with regard to all facets of trends opportunities for improvement and analysis. Communicates and manages expectations for key productivity metrics associated with service level achievements and real-time adherence performance

- 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) as necessary

- Other duties and responsibilities as assigned

Job Specification:
- Bachelors Degree or Equivalent
- Generally requires 4-7 years related experience

- A minimum of one year leadership experience

Comcast is an EOE/Veterans/Disabled/LGBT employer