Job Information
Comcast Business Solutions Supervisor (Hybrid - Night Shift) in Pasig, Philippines
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 the Comcast Business Global sales support team. Prioritize team workload to ensure that sales and customer 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 quotes and requests.
Evaluates workforce planning and workload prioritization and adjust 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 drive 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.
*KNOWLEDGE / SKILLS / ABILITIES *
Proficiency in Microsoft Suite (Word, Excel, ppt) and GoogleSuite (Docs, Sheets) required
Strong written English language skills with the ability to type in English
Comprehension of general telecom network design preferred.
Strong time management and organizational skills.
Strong interpersonal skills, with the demonstrated ability to motivate and empower team members.
Demonstrated experience collaborating across teams to drive improvements
Demonstrated persistence and tenacity where follow-up is needed to ensure items are completed.
Ability to successfully balance a wide variety of tasks.
Ability to work effectively in a virtual team environment.
Ability to understand and convey business and operational issues.
Ability to develop a working knowledge of company policies and procedures to resolve a variety of basic issues.
Ability to identify and solve problems of moderate scope and follow standard practices.
Ability to 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.
Ideal Capabilities and Attributes!
Bachelor’s degree or 3+ years of related experience in technology sales, sales support or sales operations role; or equivalent combination of education and experience.
Direct supervision experience preferred
Familiarity with the telecom industry, its products and practices is preferred.
Experience working integrally with local and global teams preferred
Amenable to work at night/ shifting schedule
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.
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 (https://jobs.comcast.com/benefits) 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
Job Family Group: Support