Comcast

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

The Supervisor, Carrier Sales Support & Operations is responsible for overseeing the day-to-day functions of the Comcast Business Carrier Ethernet order processing and operations team. Regularly direct the work of 4-5 full-time employees or their equivalent and provide exemplary support to internal sales teams and external carrier customers. Prioritize team workload to ensure that requests are addressed and processed in a timely and accurate manner. The Supervisor, Carrier Sales Support & Operations demonstrates strong time management, problem-solving, and organizational skills with the ability to motivate and develop employees into high-performing teams.

Role will be hybrid (Mondays – Thursdays) at the Comcast Philadelphia Headquarters (1701 John F. Kennedy Blvd).

Job Description

Core Responsibilities

• Ensures timely and accurate processing of carrier customer orders.
• Evaluates workforce planning and workload prioritization and adjusts as needed to meet key performance metrics.
• Implements and maintains performance metrics to track team productivity and order processing accuracy. Generates regular reports for management review and takes corrective actions as necessary.
• Manages resource allocation effectively within the team, optimizing workloads to ensure timely order processing while maintaining service quality.
• Acts as an escalation point for complex customer issues, providing guidance and support to team members in resolving customer concerns effectively and efficiently.
• Identifies and implements best practices ensuring continuous process efficiency improvement.
• Collaborates across teams to drive best in class sales experience.
• Performs departmental needs analysis and produces strategic, cost-effective solutions.
• Utilizes knowledge of products and systems to provide expert knowledge to team.
• Holds regular team meetings to ensure reps are appropriately informed to create a quality customer experience and drives an amazing team culture.
• Leads or participates in projects aimed at improving order processing systems, tools, and procedures to drive operational efficiency and customer satisfaction.
• Performs staffing, hiring and training tasks including workforce planning, team building, orientation, providing direct training and providing resources for training.
• 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.

Preferred Qualifications

Ideally targeting a candidate with 3+ years of customer service supervisory experience, demonstrating strong time management, problem-solving, and organizational skills. Ideal candidates will have proven leadership skills and the ability to motivate and develop high-performing teams.

• Knowledge
  • Proficiency in Microsoft Suite (Word, Excel, ppt) and GoogleSuite (Docs, Sheets).
  • Comprehension of general telecom network design.
  • Understanding of Carrier Ethernet channel.
• Skills
  • Strong time management and organizational skills.
  • Comprehensive interpersonal skills, with the demonstrated ability to motivate and empower team members.
  • Demonstrated experience collaborating across teams to drive improvements.
  • Persistence and tenacity where follow up is needed to ensure items are completed.
• Abilities
  • Successfully balance a wide variety of tasks.
  • Work effectively in a hybrid/virtual team environment.
  • Understand and convey business and operational issues.
  • Working knowledge of company policies and procedures to resolve a variety of basic issues.
  • Identify and solve problems of moderate scope and follow standard practices.
  • Exercise judgment within defined procedures and practices in order to determine appropriate action.

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.

Skills

Communication, Customer Experience (CX), People Management, Strategic Objectives

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 benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

2-5 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.