Elias Thomase
- Role
- Supervisor Noc Enterprise Service Assurance Esa at Comcast Business
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
Experience
Supervisor Noc Enterprise Service Assurance Esa
Jan 2022 — Present
Supervisor, Managed Services,[ESA] Enterprise Service Assurance NOC Evaluate and provide feedback, mentor, and motivate employees to provide excellent customer service, while improving call quality and performance metrics. Review and submit all required reports and staffing requests and maintain transaction reports and attendance/time records. Deliver performance reviews of team members, conducts disciplinary interview/counseling, and completes and files all necessary HR documentation. Analyze call statistics to ensure performance and quality standards are met. Coach employees for performance improvement, resolve day-to-day issues and problems, provide technical leadership, and answer questions accurately and professionally. Monitor live or recorded calls and identifies performance gaps. • Resolve worker issues or submit unsettled issues to the HR Department for appropriate action. Train new employees to ensure professional, performance, and quality standards are met. • Handle supervisor calls and oversee escalation queue. Monitor call volume to ensure appropriate staffing levels are maintained to service clients. • Encourage and participate in community activities. Participate in client quality calibration sessions. • Conduct meetings to ensure accurate and timely communication of client and campaign issues to and from the team
Skills
- Primary Rate Interface (Pri)
- Ibo
- Field Technicians
- Microsoft Excel
- Entrepreneurship
- Rewire
- Voice Over Ip (Voip)
- Microsoft Word
- Installer Cable
- Troubleshooting
- Manage Services
- National Accounts
- Social Entrepreneurship
- Public Speaking
- Talent Scouting
- Dream Driven
- Business Development
- Social Media
- Social Scout
- Microsoft Office
- Hospitality
- Team Leadership
- Call Center
- Online Social Networking
- Leadership
- Cashiering
- Technical Support
- Microsoft Powerpoint
- Empower
- Training
- Mentoring
- Team Building
- Customer Service
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