- Perform quality assurance auditing of tickets worked and calls taken by direct reports.
- Interface with backline engineering regarding escalations.
- Manage and report key performance indicators, including average speed to answer, abandon rate, service level % etc.
- Handle difficult customer inquiries and complaints referred by technicians.
- Assist in scheduling and assignment of technical staff to meet support needs.
- Hold monthly, semi-monthly, weekly meetings with staff, individually and as a group to talk about performance towards goals, customer news and needs etc.
- In conjunction with the engineering team, develop new processes and determine division of responsibilities among teams.
- Assist in recruiting and selection of hiring new staff.
- Assist in onboarding of new staff, including ensuring that all needed training is provided.
- Stay abreast of rapidly developing new technologies that will require support from the team.
- Train subordinates as new technology is implemented.
- Perform employee evaluations, disciplinary actions etc.
- Participates in weekly, semi-monthly and monthly customer care calls, as required.
- Serves as first supervisory level on-call.
- Consistently exercise 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.
- 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.
- 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.
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Network Engineering Supervisor - Philippines, Pilipinas - Comcast
Paglalarawan
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 overseeing and supervising the staffing, day-to-day activities and operations of technical staff. Manages and reports relevant key performance indicators. Customarily and regularly directs the work of at least two or more full-time employees or their equivalent.
Job Description
Core Responsibilities
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
