Analyst 2, Forecasting & Analysis-1

Comcast

2d•$39,478 - $92,527

About The Position

This job is responsible for creating accurate forecasts to manage contact center volumes and service quality. It includes analyzing service performance, agent occupancy, and call arrival patterns. The role supports maintaining high service levels through strategic workforce management.

Requirements

Call Center
Continuous Process Improvement
Online Learning
2-5 Years Relevant Work Experience

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.
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.