Call Center Manager (Technical Support) (Houston, TX)

West Division (Houston Region) Technical SupportSummaryResponsible for managing, planning and directing customer service functions to achieve customerservice objectives by ensuring quality control of service and optimum interface with Comcast highspeed-internet customers. Oversees that problems/issues are resolved quickly and efficiently.Ensures the proper training of Customer Technical Support staff. Ensures call quality within the callcenter. Manages professional employees and/or supervisors, and may manage businesssupport/technical staff. Has accountability for managing financial resources. Provides subject matterguidance to employees. Has overall responsibility for developing/administering performancestandards for organizational unit. Develops processes and procedures to implement functionalstrategies.Core Responsibilites- Provides leadership required to drive excellence in technical support and customer service forComcast HSI customers.- Communicates and manages all performance objectives including technical support and customerservice to ensure compliance with company philosophy and business goals.- Identifies and establishes changes to the tools, processes, or training needed to improve thetechnical support and the overall customer experience.-Trains, evaluates, coaches and counsels employees to improve performance in troubleshooting andcustomer service to meet all required standards. Ensure optimal staffing and productivity levelsthrough efficient monitoring of staff, with the goal of meeting peak service demands.- Interfaces with other call centers, systems and departments as necessary to ensure properhandling of customer issues and concerns.- Provides guidance and/or assistance to IP Support Supervisors and CAEs with resolution of difficultsubscriber questions and/or issues.- Assists supervisors to monitor employee performance and service to customers and provideappropriate feedback.- Remains abreast of new products and technology.Job DescriptionFunction Customer ServiceFamily Customer Technical SupportJob Title Manager 1, Customer Technical SupportJob Abbreviation MGR1CTECHSUPHierarchy Group ManagerHierarchy Level Manager 1- Ensures adherence to the Comcast Quality Experience (CQE).- Other duties and responsibilities as assigned.- Consistent exercise of independent judgment and discretion in matters of significance. Required Skills: Bachelors Degree or 6-9 years of Equivalent experience- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variableschedule(s) as necessary.