Analyst 1, Forecasting & Analysis

Comcast

2d•$22 - $33

About The Position

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.

Requirements

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.
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.
Employees at all levels are expected to:

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.