Customer Operations Supervisor - Indirect (Hybrid/Night Shift)

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 overseeing the day-to-day functions of order processing and operations teams. Prioritize team workload to ensure that requests are processed and installed in a timely and accurate manner. Regularly direct the work of 7-11 full-time employees or their equivalent. This position requires a minimum of three years of customer service experience, demonstrating strong time management, problem-solving, and organizational skills. Ideal candidates will have demonstrated leadership skills, the ability to motivate teams, and a passion for developing employees into high-performing teams.

Job Description

Core Responsibilities

• Ensures timely and accurate processing of 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 staff.
• 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.

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.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.

Relevant Work Experience

2-5 Years