Supervisor, Xfinity Home Virtual

bolthires brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at bolthires. Job Summary The Xfinity Home Supervisor is responsible for leading and managing the day-to-day operations of a high-volume inbound call center team within the National Customer Technical Support group. This role ensures exceptional customer experiences by providing technical guidance, resolving escalated issues, and driving team performance through coaching and development. The Supervisor plays a critical role in maintaining operational excellence, meeting service level objectives, and fostering a culture of accountability and continuous improvement. Business Unit Hours are Mon-Fri from 8am-9pm EST and Sat-Sun from 9am-7pm EST. Candidates must be open to any shift during these hours and be available to work holidays. Job Description Core Responsibilities • Leads the recruitment, selection, and supervision of Xfinity Home Advanced Support Representatives. • Ensures team members have the technical & billing expertise, and customer service skills required to support home security products. • Manages daily workflow and for inbound calls, tickets, and chat related to Xfinity Home inquiries, technical support, and service complaints • Resolves technical and escalations challenges and ensures timely, empathetic solutions to maintain customer satisfaction. • Reviews calls and provides actionable feedback to drive continuous improvement and performance management. • Handles priority events, regulatory/non-regulatory escalations - reviews these escalations with VPs, • Work closely with TPX engineering to resolve Xfinity home issues, outages, and product improvements. • 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. Employees at all levels are expected to: • 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. • Support a culture of inclusion in how you work and lead. • Do whats right for each other, our customers, investors and our communities. Disclaimer: • 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. Skills Coaching, Customer Experience (CX), Leadership Compensation National Pay Range: $50,716.05 USD-$118,865.73 USD Illinois Pay Range: $53,885.80 USD - $104,601.85 USD Colorado Pay Range: $57,055.55 USD - $109,356.48 USD Hawaii Pay Range: $66,564.81 USD - $99,847.22 USD Washington DC Pay Range: $72,904.32 USD - $109,356.48 USD Maryland Pay Range: $60,225.31 USD - $109,356.48 USD Minnesota Pay Range: $57,055.55 USD - $99,847.22 USD New York Pay Range: $60,225.31 USD - $118,865.73 USD Washington Pay Range: $57,055.55 USD - $114,111.11 USD California Pay Range: $57,055.55 USD - $118,865.73 USD New Jersey Pay Range: $63,395.06 USD - $114,111.11 USD Vermont Pay Range: $60,225.31 USD - $95,092.59 USD Massachusetts Pay Range: $63,395.06 USD - $114,111.11 USD bolthires 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 bolthires 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, bol