Supervisor, Service Assurance - Managed Services (Hybrid)

Overview

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig‑speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market.

Job Summary

This role supervises a customer technical support team to ensure quality and service assurance within managed services. Responsibilities include quality assurance, managing performance metrics, handling escalated customer issues, coordinating with engineering teams, staff scheduling, process development, recruitment, training, performance evaluations, and exercising independent judgment and discretion.

Responsibilities

• Audit service delivery quality by reviewing tickets and calls, ensur...