Comcast Mgr, Retention in Lebanon, Pennsylvania

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 managing all phases of services provided by the Customer

Account Executive (CAE). Leads the 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


- 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.

Job Specification:

- Bachelors Degree or Equivalent

-Must displayandsupportLeadership characteristics that represent the following: Proactive Problem Solver, Resiliency, Culture Management, Navigation of Ambiguity, Multigenerational Management, Collaboration and Emotional Intelligence.

- Generally requires 6-9 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer