Analyst 2, Forecasting & Analysis

Comcast

3d • $39,478 - $92,527 • Remote

About The Position

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary
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.

Business Unit Hours: 7:00am-12:00am EST, 7 Days a Week.
This will most likely be a PM/closing shift; candidates must be comfortable with any shift within these hours.

Requirements

• Candidates must have experience with CMS and Aspect (also known as Alvaria, WFO, or eWFM).
• Candidates must have advanced proficiency in Microsoft Excel.
• 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.

Nice To Haves

• Knowledge and experience in SQL and Power Platforms are preferred.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level