Director, Resource Management (Customer Care)

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Comcast, founded in 1963, has grown into one of the worlds leading communication and entertainment companies focused on broadband cable, commerce and content. Comcast Cable is the countrys largest provider of cable services, and has expanded to digital services, faster Internet and IP-enabled phone service, and innovative programming including over 250 cable channels like: E!, Sportsnet, Exercise TV, The Golf Channel and more.

Comcast connects with more than 24.7 million cable customers, 14.1 million high-speed Internet customers and 5.2 million voice customers providing top consumer products and services in three key areas: video, digital cable, VOD, HD and DVR; online; and voice. We strive to be the company customers look to for the products and services that connect them to what is important in their lives.

This position is responsible for leading the California Regional Resource Management operations within the Customer Service organization.  

• Oversee all aspects of resources coordination and performance of internal and outsource call center; delivering daily and long range call support by appropriately managing through others, meeting completion dates, managing to budget while maximizing performance, developing, interpreting and ensuring consistent application of call center operational needs and policies
• Manage the preparation of long term staffing plans for purposes of annual planning and quarterly forecasting, and daily service level goals
• Develop strategy and processes for assigning work schedules (including all queues, centers and outsource schedules)
• Manage service level attainment by analyzing actual workload, optimizing resources and leveraging call center technology to handle calls
• Analyze the forecast, staff planning and technology to establish a daily tactical plan for achieving service level in addition to continually analyzing real-time information to initiate intervening action to successfully execute that plan
• Serve as a liaison with multiple segments of the business, divisional and corporate teams to incorporate technological solutions to meet the needs of the operation and future demands
• Integrate relevant technological advancements into Comcasts business environment
• Deliver consistent service level attainment by analyzing actual workload, optimizing staff/resources and leveraging call center technology to handle calls
• Support Marketing, Commercial Operations, Digital Telephone Service, High Speed Data and Core Video business plans through appropriate staffing, call routing design, performance reporting and analysis
• Lead reporting staff and overall reporting needs to communicate Call Center performance statistics and narrative to management and staff to provide information for future decision-making
• Lead daily attendance tracking and coordination/reporting controls for Call Center Operational leadership
• Provide resource management counsel to operational management on service level attainment strategies and daily operational resource management priorities. Formulate, assess, make recommendations to, and manage resources within established budgets. Make informed decisions and choices based upon priority, business necessity and bottom line impact
• Plan, direct, supervise and evaluate ReM staff and overall department deliverables. Coordinate team activities to meet/exceed standards, and goals
• Monitor staff performance according to standards
• Provide direction, coaching and counseling to improve performance

Required Skills:

• 4 year college degree in management or related field and/or equivalent experience required
• 3 - 5 years managing staffing/service level functions with a demonstrated history of leadership positions in a call center environment
• 3 - 5 years of forecasting and planning of call center staffing
• High level of quantitative analysis skills and ability to translate analysis into actionable items
• Outstanding communication and people management skills at all levels of the Call Center
• Proven computer skills and proficiency with managing call center technologies to the maximization of service level Strong organizational, goal setting, and planning skills
• Successful budget performance record
• Awareness of call center industry trends and technological advances
• Demonstrated knowledge of ACD reporting structure and terminology, preferably with Aspect Switch
• Working knowledge of workforce management software such Aspect (eWFM)
• Proven leadership skills and demonstrated ability to work within multi-centered customer service organization
• Strong knowledge of Microsoft Office (Access, Excel, Word, and PowerPoint)
• Strong math/statistical and written skill

Benefits include:

• Courtesy cable and Internet in Comcast-serviced areas
• Excellent medical/dental/vision insurance
• 401(k) match and much more