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

As the Supervisor, Business Operation for a real-time chat support team you'll oversee the daily activities of the dedicated team, ensuring timely and effective responses to inquiries. Your role extends beyond supervision; you'll actively foster the growth of our Accounts Receivable Chat employees, nurturing their skills and enhancing their performance. With a keen eye on productivity and quality, you'll drive individual and team success.

Job Description

Core Responsibilities

• Supervises a team of real-time support for Accounts Receivable Chat queues establishing performance goals, providing focus and performance reviews, and supporting team and individual employee development.
• Partners with Manager to develop and lead an effective Finance team to achieve clearly defined, realistic productivity goals.
• Provides coaching and feedback on employee performance that ensures consistency and a high level of customer service. Analyzes and actively manages quantitative and qualitative performance metrics and communicates information to manager and staff to promote service excellence and individual personal growth.
• Supports team members in problem solving and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.
• High level of expertise/pervious experience with the following tools is required: ASCR Billing System (4 years), Einstein billing system, and Onbe/ClientZone Systems
• Prior experience with Billing or Accounts Receivable as well as experience working in a real time support call center is highly preferred.
• 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.

Education

Associate'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