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Comcast Manager 2, Technical Operations in Chelmsford, Massachusetts

Business Unit:

Summary

Responsible for managing all aspects of Appointment Management to support of Fulfillment personnel in the Regions, including quota and routing, auto-dynamic dispatch and overall utilization of all workforce operations tools and applications. Supports the Regional Technician Logistics Centers (TLS) to ensure that Company strategies are met, including technical standards and federal regulations. Develops financial and operational objectives. Ensures operational plans and implementation align with business objectives.

Please note that this role will be virtual for the time being, but the candidate needs to be located in the Central Division footprint.

Employees at all levels are expect 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 and diversity

  • Do what's right for each other, our customers, investors and our communities

Core Responsibilities

  • Manages all activities associated with Appointment Management to support the division’s Technical Operations.

  • Oversees the daily operations of TLCs in support of installation and service in order to successfully achieve company objectives.

  • Ensures system compliance to NCTA, FCC regulations, and Company minimum

operating specifications. Participates in the development of procedures and practices

within relevant departments.

  • Ensures timely and accurate performance reporting and reviews. Develops quality

measurement guidelines and minimum requirements for TLC training.

  • Ensures staff and systems are able to respond to the demands of new technology

deployment by maintaining discussions in deployment planning.

  • Develops operational objectives and is responsible for implementation

and control of approved budgets.

  • Coordinates department responses to customer or department issues. Works with

other departments as necessary to maintain an in-depth technical knowledge of new

technology being deployed.

  • 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 travel as necessary.

  • Other duties and responsibilities as assigned.

Education Level

  • Bachelors Degree or Equivalent

Field of Study

-

Certifications

-

Years of Experience

  • Generally requires 8-11 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

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