Director, Inside Sales- Comcast Business

Comcast is a leading technology provider to small businesses and enterprises, offering a suite of connectivity and communication solutions. The Director of Inside Sales will lead the customer retention strategy and performance for Business Customer Loyalty and Retention operations, overseeing teams in a call center environment and ensuring effective execution of retention initiatives.

Responsibilities:

• Own and execute customer retention strategy across inbound and outbound channels
• Drive achievement of retention goals, save rate performance, churn reduction, and revenue preservation, and sales of value-add solutions
• Provide overall leadership and direction to Business Class Retention / RAE teams
• Ensure consistent and effective use of marketing campaigns, save offers, and retention programs
• Oversee daily retention operations including work queues, call handling, and system utilization
• Establish performance management routines including KPIs, dashboards, and operating reviews
• Track, analyze, and report retention performance, trends, and customer feedback
• Oversee call quality, monitoring, coaching, and training programs for retention teams
• Develop and execute coaching strategies to improve negotiation, objection handling, and solution-saving skills
• Improve retention processes, workflows, and operational efficiencies
• Ensure compliance with policies, procedures, and offer governance standards
• Collaborate with Sales, Operations, Finance, IT, Legal, and other partners to resolve complex customer issues
• Serve as escalation leader for high-impact or complex customer retention cases
• Drive a positive, high-performance culture aligned to customer experience and sales objectives
• Hire, develop, coach, and evaluate leaders and frontline retention staff
• Analyze retention drivers, disconnect reasons, and market intelligence to inform strategy
• Support departmental budgeting, resource planning, and capacity alignment
• Exercise independent judgment in matters of operational and customer significance Shares successes and new ideas with team members to achieve both individual and team goals
• 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

Requirements:

• Bachelor's Degree
• 10 Years + relevant work experience
• Current or previous CB Sales leadership experience highly preferred