Regional Call Center Sales Manager - Jacksonville, FL
Comcast - Jacksonville, FL

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Call Center - Sales Department

Central Division

Tasks:
  • Manages call routing and scheduling to ensure required coverage.
  • Provides direction to ensure accuracy of forecasted internal and
outsourced call volume for the call center.
  • Assists with the development of call center technology and
productivity tools.
  • Tracks, analyzes, and reports performance data on key departmental
initiatives.
  • Creates an environment that fosters teamwork and accountability and
positively impacts the customer experience.
  • Provides input as well as communicates company strategy and motivates
the CAE team toward achieving company vision.
  • Ensures that work/escalated issues are addressed and completed in a
timely manner.
  • Provides leadership, guidance, and direction to CAE leaders and
technical staff.
  • Hires, coaches, and evaluates CAE personnel and leadership based on
performance standards.
  • 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.
Summary:
Responsible for managing all phases of services provided by the Inbound Sales Customer Account Executive (CAE). Leads the Inbound Sales CAE team to achieve and deliver the Comcast Quality Experience (CQE), excellent levels of customer service, ensures call quality within the call center, and delivers tight operational and financial controls in a cost effective manner. Handles multiple tasks to help drive efficiencies and managing performance, project cost, and subscriber activity to increase effectiveness of departmental projects.

Core Responsibilities:
  • Manages call routing and scheduling to ensure required coverage.
  • Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the call center.
  • Assists with the development of call center technology and productivity tools.
  • Tracks, analyzes, and reports performance data on key departmental initiatives.
  • Creates an environment that fosters teamwork and accountability and positively impacts the customer experience.
  • Provides input as well as communicates company strategy and motivates the CAE team toward achieving company vision.
  • Ensures that work/escalated issues are addressed and completed in a timely manner.
  • Provides leadership, guidance, and direction to CAE leaders and technical staff.
  • Hires, coaches, and evaluates CAE personnel and leadership based on performance standards.
  • Other duties and responsibilities as assigned.
  • 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.
Requirements Requirements:
  • Bachelors Degree or Equivalent
-
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  • Generally requires 6-9 years related experience
Education Level: Bachelors Degree or Equivalent preferred
Years Experience: Generally requires 6-9 years related experience
Compliance: Comcast is an EEO/AA/Drug Free Workplace.
Disclaimer: The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications

Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.

Comcast - 2 years ago - save job
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