Comcast Manager 2, Technical Operations in Chelmsford, Massachusetts
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
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
- 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.
- Bachelors Degree or Equivalent
Field of Study
Years of Experience
- Generally requires 8-11 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer
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