Manager Fulfillment

Job Summary
Responsible for overseeing the supervision and direction of Fulfillment personnel in the completion of their duties. Evaluates the activities of Fulfillment personnel to assure the highest caliber of customer service. Ensures quota and routing are handled effectively to deliver optimal tech productivity. Provides detailed manpower analyses and develops plans to offset variances. Optimizes utilization of all mobile workforce tools and call center applications to maximize performance in Fulfillment and the Field. Assists in ensuring that the Company's strategies are met, to include, but are not limited to: quota, staffing requirements, routing, appointment time-frame compliance and tech productivity. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.
Job Description

Core Responsibilities
  • Partners with the leadership team to develop and execute strategic business plans, operational goals and performance metrics that drive dispatch and tech productivity, to ensure a high level of customer service and satisfaction.
  • Sets departmental goals, including developing and ensuring the maintenance of departmental procedures, monitoring and controlling workflow and outage control, utilizing an automated workforce management system.
  • Implements and continually refines systems and workforce management processes to ensure high-quality service delivery.
  • Analyzes technical operations, general business and administrative performance to achieve customer satisfaction, system effectiveness and profitability.
  • Ensures compliance with NCTA standards.
  • Ensures competence and continuity of qualified Dispatch Supervisors and staff through optimum selection, training and development and appraisal and motivation techniques.
  • 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 an EOE/Veterans/Disabled/LGBT employer.



Education

Bachelor's Degree

Relevant Work Experience

5-7 Years



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. 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.