Comcast Manager, Cust Service Strategy & Ops in Atlanta, Georgia

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary:

Responsible for the managing the daily activities of the Quality

Assurance staff and quality control programs and projects to include

identifying, researching, and addressing issues that impact the

customer, business, or employees. Responsible for creating the

conditions for employee development, forecasting for personnel needs,

appropriately managing through others, meeting completion dates,

managing to budget while maximizing performance, developing,

interpreting, and ensuring consistent application of organizational

policies. Manages through the leadership of supervisors and/or

individual contributors so that business objectives are optimally

achieved.

Core Responsibilities:

- Solely manages a function or manages a department/function through the

delegation of duties to supervisors, individual contributors or a

combination of both. Coaches and monitors performance of employees to

established goals and objectives.

- Provides input to, as well as communicates, company strategy and

motivates employees toward achieving company vision.

- Ensures quality customer care by regularly inspecting the quality of

work of employees and contractors ensuring that all standards (federal,

state, and Company) are followed.

- Works with customers, internal or external, to resolve escalated

issues regarding both quality of service and employee conduct.

Coordinates with other departments to resolve issues.

- Ensures that work/escalated issues are addressed and completed in a

timely manner and that delays and revised time frames are communicated

to affected parties.

- Develops and implements appropriate methods, practices, policies,

procedures, and change processes, keeping employees informed of changes.

May include preparation of administrative and statistical reports.

- Reviews and works within budgets, making recommendations for changes

when necessary. Makes informed decisions and choices based upon

priority, business necessity, and bottom line impact.

- Participates in the formulation of customer service-impacting

policies. Maintains and enforces all federal, state, and local rules and

regulations, such as non-discriminatory practices, payroll and overtime

guidelines, FCC regulations, etc.

- Develops, monitors, and ensures proper training for exempt and

non-exempt staff. Administers appropriate corrective disciplinary

actions and supports documentation to address employee performance

and/or behavioral issues.

- Acts as a Subject Matter Expert or department/functional lead on

projects with cross-functional/departmental impact.

- 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

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- Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer