- Identify and react to changes in call queue/chat/campaign mix and other operational trends, to make recommendations to optimize sales results or opportunities to test & learn. Call / Queue / Chat / Campaign mix and shift impact analyses.Vendor performance comparison and mix shift impact analyses.Voice Analytics and outlier trend monitoring for optimization/growth opportunities.Quality calibrations and ad-hoc analyses to drive strategic changes.
- Strategy pilot/test & learn design, management, and evaluation.
- Ability to collaborate cross-functionally with strategic partners, including EBI, CXSO, Finance, Marketing, Sales Operations.Partnership with Report/Analytics and EBI teams on opportunity targeting and sizing.Partnership with finance peers on opportunity business case development.Policy and process alignment with broader CXSO initiatives.
- Capable of identifying business needs and drivers to build strategies through data analysis. Industry leader analyses against targeted growth trends.
- Frontline experience tools & technology execution plans & monitoring.
- Frontline scorecard administration in myPerformance.
- Executive presence and story-telling ability driven by data and recommendation-focused.
- 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.
- 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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Specialist 4, Product Sales Support - King of Prussia, United States - Comcast
Description
Description
Core Responsibilities :
Employees at all levels are expected to:
Disclaimer:
Compensation
National Pay Range: $73,252.75 USD-$171,686.13 USDComcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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 on our careers site for more details.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Education
Bachelor's DegreeWhile 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.Certifications (if applicable)
Relative Work Experience
7-10 YearsComcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.
