Quality Experience Supervisor Job at Comcast
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 Key role in leading the customer experience quality program for the region (TRUST & The Awesome Experience). Execute program playbook, following procedures and performance standards for their specific region. Provides ongoing support for coaching excellence (Coach the Coach), group coaching, and calibration of program behaviors in order to improve customer experience. Partners with key stakeholders in the region and at the West Division to lead a consistent, effective program that includes technology rollout, training, communications and calibration that aligns to our company-wide plan for behavioral transformation. Has in-depth experience, knowledge and skills in field operations, training/mentoring, or retail. Usually determines own work priorities. Acts as a resource for colleagues with less experience.
Job Description
Core Responsibilities • Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies. • Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis. • Assists leadership in the identification, prioritization, planning development, coordination, support, and execution of high impact plans for effective and sustainable cost savings. • Evaluates and implements new methods and techniques for operational improvement. • Provides customer service leadership with regard to all facets of customer contact and operations analysis. • 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. *Ability to pass a driving record background check (i.e. Moving Violations, accidents, license suspension, etc.) and maintain a valid driver's license are requirements.
Employees at all levels are expected to: • Following the playbook, partners with regional leadership to execute a coaching environment focused on coaching to behaviors and not strictly metrics • Monitors progress in accordance with the behavioral management programs to assure adherence as well as completeness in all customer transactions (Own It). • Conducts regular meetings with Customer Experience Leaders and Regional POC’s to maintain two-way communication, provide trends and analysis to achieve quality objectives. • Conduct new hire agent/leadership training on the quality program • Identity needs for and design recursive training to ensure region is adapting and improving on behaviors that drive positive CX • Assist and ensure supervisors are conducting effective behavioral monthly coaching session to their frontline employees • Conduct as needed studies to help the business make key decision to reduce customer pain points. • Conduct individual and group coaching sessions focused on ensuring alignment and calibration across leadership • Assist the teams on reporting issues or concerns with certain administrative tools • Partner with Quality leads across regions and functions to promote cross-functional learning and calibration • Conduct Calibration meeting monthly creating alignment throughout region on what “right” behaviors look and sound like • Participate in Regional, Division and National calibrations for alignment
Disclaimer:
This 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 EOE/Veterans/Disabled/LGBT employer.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Job Summary Key role in leading the customer experience quality program for the region (TRUST & The Awesome Experience). Execute program playbook, following procedures and performance standards for their specific region. Provides ongoing support for coaching excellence (Coach the Coach), group coaching, and calibration of program behaviors in order to improve customer experience. Partners with key stakeholders in the region and at the West Division to lead a consistent, effective program that includes technology rollout, training, communications and calibration that aligns to our company-wide plan for behavioral transformation. Has in-depth experience, knowledge and skills in field operations, training/mentoring, or retail. Usually determines own work priorities. Acts as a resource for colleagues with less experience.
Job Description
Core Responsibilities • Designs and implements process improvements in partnerships with related departments to maximize resources and improve operational efficiencies. • Provides reports and analysis of Key Performance indicators and other operational metrics on a routine basis. • Assists leadership in the identification, prioritization, planning development, coordination, support, and execution of high impact plans for effective and sustainable cost savings. • Evaluates and implements new methods and techniques for operational improvement. • Provides customer service leadership with regard to all facets of customer contact and operations analysis. • 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. *Ability to pass a driving record background check (i.e. Moving Violations, accidents, license suspension, etc.) and maintain a valid driver's license are requirements.
Employees at all levels are expected to: • Following the playbook, partners with regional leadership to execute a coaching environment focused on coaching to behaviors and not strictly metrics • Monitors progress in accordance with the behavioral management programs to assure adherence as well as completeness in all customer transactions (Own It). • Conducts regular meetings with Customer Experience Leaders and Regional POC’s to maintain two-way communication, provide trends and analysis to achieve quality objectives. • Conduct new hire agent/leadership training on the quality program • Identity needs for and design recursive training to ensure region is adapting and improving on behaviors that drive positive CX • Assist and ensure supervisors are conducting effective behavioral monthly coaching session to their frontline employees • Conduct as needed studies to help the business make key decision to reduce customer pain points. • Conduct individual and group coaching sessions focused on ensuring alignment and calibration across leadership • Assist the teams on reporting issues or concerns with certain administrative tools • Partner with Quality leads across regions and functions to promote cross-functional learning and calibration • Conduct Calibration meeting monthly creating alignment throughout region on what “right” behaviors look and sound like • Participate in Regional, Division and National calibrations for alignment
Disclaimer:
This 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 EOE/Veterans/Disabled/LGBT employer.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.