Comcast Corporation is the nation's leading provider of cable, entertainment and communications products and services, with 24.1 million cable customers, 12.4 million high-speed Internet customers and 3.5 million voice customers. Headquartered in Philadelphia, Pennsylvania, Comcast is principally involved in the development, management and operation of broadband cable networks and in the delivery of programming content. 

Comcast's Philadelphia Metro Region provides service to over 1.1 million customers including the Pennsylvania counties of Bucks, Chester, Delaware, Montgomery and Philadelphia and New Castle County in Delaware. The region is home to over 3,500 talented employees. 
 

This position is the Site Leader for the Advanced Products/CHSI function in the PA/DE Region. The leader plans, develops and implements strategic direction in response to customer needs and market demands for our CHSI products. Has overall responsibility for the incubation of care delivery strategies and product testing for new or integrated high technology offerings. Ensures service is at an exceptional level and coordinates direction and resources of a technology-focused organization comprised of management staff, 200+ Tier 2 agents and Care support teams. 
 Major Duties: 
 (May perform any or all of the following duties.) 
 - Drive introduction and business implementation of current and new technical products, with initial focus on high-speed Internet and VOIP products. 
 - Manage growth and development of technology-based organization on multiple levels, while ensuring quality customer service and availability within an inbound tier-2 help desk environment. 
 - Manage, direct and control all activities related to resources within area of responsibility such as headcount, management information systems, and training and development for the Call Center. 
 - Identify process breakdown points and work with cross-functional teams to develop solutions. Effectively utilize external/internal benchmarks to improve performance. 
 - Ensure that all efforts are made to retain revenue, improve product mix and maintain the integrity of accounts receivable. 
 - Allocate internal resources to address priority functions. 
 - Recommend staffing changes to carry out programs and plans to meet internal goals. 
 - Monitor the expense process; establish budgets and constraints to assure expense goals are met. 
 - Provide customer service leadership with regard to all facets of customer contact. 
 - Monitor customer service productivity in accordance to established policy to assure adherence as well as completeness in all customer transactions. 
 - Set standards of performance for CHSI operations to promote sales and to meet established departmental goals. 
 - Develop strong management team through optimum selection, training and development, appraisal and motivational techniques. 
 - Conduct regular meetings with Managers and Supervisors to maintain two-way communication and achievement of organizational objectives. Effectively communicate with all levels during times of change. 
 - Create a professional atmosphere of mutual support among the employees in order to maintain the highest levels of organization flexibility. Create and manage effective partnerships with colleagues in other areas to eliminate redundancies and create efficiencies 
 - Ensure that all levels clearly understand Comcast's goals and objectives and how their functions contribute to these goals; strategize a detailed action plan for the team to meet these goals, assigning clear authority and accountability. 
 - Perform other related duties as assigned. 

Punctual, regular, and consistent attendance. 

QUALIFICATIONS: 

Education: 
 Bachelor's degree in a related field, or the recognized equivalent in work experience or a combination of work experience and education. 
 Experience: 
 5 - 7 years experience in a Customer Service/Technical leadership position (Call Center, MSO, RBOC, service vendor) commensurate with scope required (300+ employee responsibility). 
 Preferred Qualifications: 
 - MBA or Master's degree in a technical competency area. 
 - Highly advanced technical help-desk experience, preferably in senior leadership role. 
 - In-depth knowledge of telecommunications products and services to include cable television, Circuit Switch Voice, VOIP and broadband. 
 - Demonstrated knowledge of the industry, environment and competition. 
 - Demonstrated ability to lead (form, develop and measure) a team through constant change 
 - Demonstrated mastery utilizing automated Call Center structure linked to continuous improvement-based employee relation's practices to achieve/exceed performance/service level standards. 
 - Proven coaching, counseling, and motivational ability, with highly developed performance management skills preferred. 
 - Strong analytical and problem-solving skills; ability to plan, prioritize and organize effectively and to make sound, logical decisions. 
 - Proficiency in Microsoft Office and other related software; in-depth knowledge of Remedy, MAC and Windows operating systems, and Internet browsers preferable.

 

Job Requirements 

 


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