Manager, Service Assurance - Managed Services

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for managing multi-product and enterprise solutions technical support teams. Serves as a primary interface for developing and executing strategies to optimize customer support performance and meet strategic business strategy and goals. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies, assist in development and meeting of, departmental budget. May manage a team including exempt and non-exempt employees. Provides subject matter guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

Job Description

Core Responsibilities

• Manages service assurance frontline support operations, driving operating improvements and quality performance through productivity measurement and monitoring, staff coaching and training.
• Focuses on service level performance related to average speed of answer (ASA), abandoned calls, first call resolution, mean time to resolution (MTTR).
• Manages initiatives, driving stakeholder and/or cross-functional collaboration that ensures high quality decisions and prompt resolution of business issues.
• Ensures quality response to prospective and current customers who contact the care centers with service, technical or billing questions.
• Develops, implements and monitors operations policies, procedures, programs and standards that support the goals and objectives of the care centers.
• May run floor and assist or stand in for other managers and supervisors as needed.
• Develops staffing plans by working with the resource management team.
• Participates in the hiring of supervisors. Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling.
• Analyzes department's performance reports. Reports on team's progress. Ensures that team meets productivity, quality and service 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) 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 …