Supervisor, Service Assurance - Managed Services (Hybrid)

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

This job entails supervising a customer technical support team to ensure quality and service assurance within managed services. It involves quality assurance, managing performance metrics, handling escalated customer issues, and coordinating with engineering teams. The role includes staff scheduling, process development, recruitment, training, and conducting performance evaluations, while exercising independent judgment and discretion.

Job Description

Responsibilities:

• Auditing service delivery quality by reviewing tickets and calls, ensuring adherence to Comcast's standards
• Collaborating with engineering and support teams to refine escalation processes for efficient issue resolution
• Analyzing and reporting on service performance metrics, focusing on customer satisfaction and operational efficiency
• Managing customer interactions, including addressing complex inquiries and resolving escalated complaints
• Coordinating staff schedules and assignments to align with service assurance demands and support needs
• Leading team development through regular performance discussions, sharing updates, and fostering goal-oriented growth
• Partnering with engineering to innovate service processes and clearly define team responsibilities
• Guiding the professional growth of the team, including recruitment, onboarding, and training on new technologies
• 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) as necessary.
• Other duties and responsibilities as assigned.

Requirements:

• Must have at least 1-2 years of relevant leadership experience in a fast-paced customer service and technical support environment
• Experience in the telecommunications industry is an advantage
• Strong leadership and communications skills
• Must be amenable to a hybrid work setup, working 2-3 days onsite per week
• Able to work in a shifting work schedule
• Able to work in Ortigas Center, Pasig City

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.
• Support a culture of inclusion in how you work and lead.
• 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.

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 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.