Comcast Telephony Manager in Philadelphia, Pennsylvania
Comcast's Technology & Product organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards.
Responsible for planning and managing telephony functions to achieve objectives for systems by ensuring quality control of service and optimum interface with Comcast voice, video and data. Manages team which may include exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies, assist in development, and meeting of, departmental budget.
Employees at all levels are expect 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.
-Communicates and manages all performance objectives to ensure compliance with company philosophy and business goals.
-Identifies and implements areas that need to be altered. Reviews work processes and recommends improvements.
-Trains, evaluates, coaches and counsels employees to improve performance in troubleshooting and customer service to meet all required standards.
-Ensures telephony interruptions are handled in a timely fashion.
-Assists supervisors to monitor employee performance and provides feedback.
-Remains abreast of new products and technology.
-Ensures overall team meets Company's Financial Targets.
-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.
-Experiencing managing a corporate budget in a large organization, capable of navigating opex/capex and various G/L items from both a projection and spend perspective.
-Experience with Cisco Unified Call Manager (CUCM).This role is a working manager role, requiring the applicant to get engaged in troubleshooting and project work as needed.
-Understanding of contact center and able to manage staff who are responsible for contact center environments
-Knowledge of dial plans, including design and day-to-day management.
-Experience managing and working with high level executives, with an emphasis on a white glove service.This includes not only being able to handle and juggle the workload of performing work for the executives, but the professional manner to properly interact and discuss telephony topics from a business perspective.
-Ability to multi-task several projects and problems/issues, prioritizing and reporting on progress.
-Other duties and responsibilities as assigned.
- Bachelors Degree or Equivalent
- Generally requires 6-9 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer