Analyst 1, Workforce Management - Forecasting & Analysis

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. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.

Job Description

Core Responsibilities

• Daily real-time monitoring of service levels for all queues and LOBs.
• Effectively communicates Service Level impacts to WFM leaders and Management.
• Advises management regarding schedule change requests. Enforces schedule compliance and adherence.
• Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.
• Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.
• Produce daily, biweekly, and monthly internal reports.
• 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.

Skills and Qualifications

• Proficient in Microsoft Excel.
• Experience using Workforce Management tools, preferably Aspect’s eWFM.
• Experience using Avaya CMS for reporting and skill changes.
• Attention to detail and high level of accuracy.
• Clear, concise verbal and written communication skills.
• Strong collaboration skills with WFM planning, operations, and support teams.
• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
• Ability to multi-task, focus, and complete reports for extended periods of time.
• Ability to maintain composure in critical situations.

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 what's 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

Analytical Analysis, Communication, Critical Thinking, Data Accuracy, Results-Oriented

Compensation

This job can be performed in Colorado with a Pay Range of $22.12 - $33.17

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast 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, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

0-2 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.