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Comcast Sr. Director, Technical Support Centers in Virtual, Pennsylvania

Job Summary

Responsible for providing both strategic direction as well as day-to-day management of CommOps Technical Support Centers. Works cross-functionally and collaborates closely with other senior leaders to ensure achievement of targeted objectives. Directs people, programs, operations and financial resources. Provides leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. Typically indirectly manages multiple teams of professionals.

Job Description

Core Responsibilities

  • Directs the successful execution of Technical Support Centers for the field workforce function to include provisioning, DOJ support, disposition of work, building of team schedules, and supervision all field support activities (call handling, job updates, tech support, text/chat handling, pre/post calling), ticketing, ticket tracking and handling, escalations, field communications, reporting and automation tool and handheld support.

  • Tracks and reports on key trends in workforce management such as missed/late appointments, technician support response time, work order statuses, job routing, technician productivity, dispatcher productivity, tool utilization success rate.

  • Builds Workforce Planners that ensure the appropriate level of dispatch resources needed to support the Field Technicians.

  • Develops and refines the management strategy for the department. Ensures consistent and effective practices and procedures.

  • Compiles explanations and action plans for monthly metric review.

  • Assists Area teams with contractor performance and capacity planning.

  • Leads meetings to identify areas that need research or support, shares best practices across areas, reviews and discusses contract labor trends, reviews company initiatives and discusses obstacles that are impacting operations.

  • Develops budget and forecast models and ensures accuracy of both for tracking and trending all capital and expense line items for workforce management.

  • Ensures the proper completion and disposition of every work order entering the field.

  • Serves as the market lead for field Workforce Management and integration opportunities to reduce call volume.

  • 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) and overtime as necessary.

  • Other duties and responsibilities as assigned.

Employees at all levels are expected 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 & diversity.

  • Do what's right for each other, our customers, investors and our communities.

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.

Education

Bachelor's Degree

Relevant Work Experience

10 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

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