Note: The job is a remote job and is open to candidates in USA. Comcast is a Fortune 50 leader in media and technology, driving innovation to create the world's best entertainment and online experiences. The Analyst 2, Forecasting & Analysis role is responsible for creating accurate forecasts to manage contact center volumes and service quality, analyzing service performance, and supporting strategic workforce management.
Responsibilities
- Compiling and analyzing call center performance reports on a daily, weekly, and monthly basis to guide strategic decisions
- Preparing and reviewing analyses of billing processes and Specialty Queues activities to optimize financial outcomes
- Creating and managing a comprehensive database of all errors, facilitating continuous process improvement
- Monitoring headcount expenses and optimizing cost per call through detailed forecast analysis and vendor management
- Forecasting performance for business partners and recommending strategies to enhance productivity metrics
- Aligning staffing with workload patterns, planning schedules, and collaborating on staffing plans to meet service level objectives
- Consulting with Subject Matter Experts to manage call routing effectively and optimize customer service
- Reviewing and tracking monthly customer service productivity, quality, and sales goals to ensure target achievement
- Enforcing schedule adherence among customer service teams and advising management on necessary schedule adjustments
- 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) as necessary
- Other duties and responsibilities as assigned
Skills
- Candidates must have experience with CMS and Aspect (also known as Alvaria, WFO, or eWFM)
- Candidates must have advanced proficiency in Microsoft Excel
- 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
- 2-5 Years of relevant work experience
- Knowledge and experience in SQL and Power Platforms are preferred
Benefits
- 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.
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