Mgr 2, Cust Service Center (Pharr)

Comcast in Pharr, TX

  • Industry: Customer Service/Call Center - Call Center/Customer Service Manager
  • Type: Full Time
position filled
DirectEmployers Association is a nonprofit HR consortium of leading global employers formed to improve labor market efficiency through the sharing of best practices, research and the development of technology. In accordance with its Corporate By-Laws, the business and affairs of the Association are managed by a Board of Directors consisting of member company representatives. Daily operations are managed by an Executive Director and operations staff at the direction of the President and Board of Directors. Officers are elected and goals and objectives are determined by member employers at DirectEmployers Associations annual meeting scheduled in the fourth quarter of each year.

Job Description

Business Unit:

Job Summary:

Responsible for the sales, customer experience, operational execution,

financial performance and employee satisfaction at a group of Comcast

Customer Service Centers in a designated market area, including;

establishing goals and motivating CSC Managers to achieve sales

objectives, monitoring and ensuring that CSC locations are staffed and

reps trained to deliver a great customer experience, and maintaining

tight operational and financial controls while driving a high-level of

employee engagement and satisfaction.

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

    Core Responsibilities:

  • Ensures competence and continuity of qualified management and
  • frontline staff through optimum selection, training and development,

    appraisal, and motivation.

  • Works closely with CSC Managers to ensure effective customer service
  • center staffing levels through efficient scheduling and adjustment to

    meet peak service demands.

  • Manages customer service based training and standards certification.
  • Works with team to ensure excellence in customer service with every

    customer contact. Manages the performance and development of leadership


  • Contributes to functional strategy development. Partners cross-
  • functionally with other departments to ensure that operational plans are

    aligned with overall business objectives.

  • Ensure that each CSC facility is maintained and secured consistent
  • with brand standards and operating guidelines, including coordination of

    new CSC openings.

  • Reviews, analyzes and audits customer and financial reports including
  • sales, inventory, cash, productivity, payroll, and VOC to achieve or

    exceed budgeted performance.

  • Develop and implement regional sales incentives to meet and exceed RGU
  • growth objectives. Manage compensation plan programs and implement

    changes to improve employee motivation and sales performance while

    controlling overall cost per sale.

  • Motivates CSC representatives to achieve sales and compliance results;
  • conducts routine office visits and audits.

  • Follows and administers cash handling policies and procedures.

  • 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.
  • Job Specification:

  • Bachelors Degree or Equivalent
  • -


  • Generally requires 8-11 years related experience
  • Comcast is an EOE/Veterans/Disabled/LGBT employer


    Associated topics: call center, client, customer, customer care, customer order, customer service representative, help desk, representative, support specialist, telephone

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