Team leader - Comcast service delivery

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Service Delivery Team Leader is responsible for overseeing and leading a team of service delivery professionals (e.g., in customer support, IT operations, or a specific service area). This role ensures the team consistently meets or exceeds defined service levels (SLAs), provides exceptional customer service, and drives continuous process improvement.

Key Responsibilities

1. Team Leadership & Performance Management

• Supervision: Lead, motivate, and manage the daily activities and workload of the service delivery team.
• Coaching & Development: Conduct regular one-on-one meetings, provide constructive feedback, mentorship, and identify training/development opportunities for team members.
• Scheduling & Resource Allocation: Create and manage team schedules (e.g., shifts, breaks, on-call rotation) to ensure adequate coverage and efficient resource utilization.
• Recruitment: Assist the manager in the recruitment, onboarding, and training of new team members.

2. Service Level & Quality Assurance

• SLA/KPI Management: Monitor team performance against key performance indicators (KPIs) and Service Level Agreements (SLAs), such as response time, resolution time, and customer satisfaction (CSAT/NPS).
• Reporting: Prepare and analyze performance reports for management, highlighting trends, achievements, and areas for improvement.
• Quality Control: Ensure the team follows all standard operating procedures (SOPs), quality standards, and compliance regulations.

3. Customer Focus & Escalation Management

• Escalation Point: Act as the first point of contact and final resolution for escalated customer issues, complex service requests, and critical incidents.
• Customer Relationship: Help foster a customer-centric culture, seeking customer feedback and acting as a liaison between the team and the client/end-user.
• Communication: Ensure clear, professional, and timely communication regarding service updates, issues, and resolutions, both internally and externally.

4. Process Improvement & Operational Efficiency

• Continuous Improvement: Identify and recommend opportunities to improve service delivery processes, tools, and documentation to increase efficiency and effectiveness.
• Problem Resolution: Participate in or lead root cause analysis (RCA) efforts for recurring incidents to prevent future occurrences.
• Documentation: Ensure all service delivery documentation (processes, knowledge base articles) is accurate and up-to-date.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!