Unified Communications (UC) Supervisor

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for coordinating and supervising the daily operations of the Excellence in Operations (XOC) team that monitors, repairs and maintains network infrastructure. Provides guidance, solutions and resources for staff in matters of technical and procedural issues. Ensures adherence to department procedures, processes and policies. Maintains relationships with people across a variety of areas within the organization. Provides expertise and guidance in department projects and initiatives and in cross-functional project teams. Sets priorities for the team. Assigns tasks and checks work at regular intervals. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

Job Description

Core Responsibilities

• Communicates and implements Company and department policies, procedures and processes at ground level to ensure efficient and effective support for all operating systems. Ensures that established National Service Level Agreements for all processes and procedures are followed at all levels.
• Implements and maintains monitoring processes for all services, network performance, network maintenance, telecommunications maintenance, facilities management, CMTS's and overall network performance/reliability.
• Assures proper tracking and reporting of network related measurements including network health reports, post-mortem of outages, outage reports, headend reports, trending reports/analysis and management/operating summaries.
• Participates in department projects and initiatives and provides knowledge and leadership in cross-functional project teams.
• Acts as a resource for staff on technical and procedural questions and concerns. Provides solutions and escalates certain issues to the appropriate personnel.
• Coordinates daily goals and tasks and communicates expectations to the team. Supervises to ensure tasks are completed on time and in accordance with Company policy.
• Mentors, trains and develops staff. Escalates work performance issues to the proper personnel when necessary.
• 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 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.

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