Note: The job is a remote job and is open to candidates in USA. Comcast is a media and technology company focused on creating entertainment and online experiences. The Analyst 2, Forecasting & Analysis role creates accurate contact center forecasts, analyzes service performance and call patterns, and supports workforce management strategies to maintain service levels. The position also manages staffing, cost optimization, productivity tracking, and process improvement initiatives.
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 sales/retention 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
- 2-5 Years
- Bachelor's DegreeWhile 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
Benefits
- Most non-sales positions are eligible for a Bonus.
- Comcast provides best-in-class Benefits to eligible employees.
- An array of options, expert guidance and always-on tools, 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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