Lead Analyst, Real Time Operations (1 of 2 Openings)

Comcast

1d•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 As the Lead Analyst, Real Time Operations, you will play a strategic role in optimizing call routing and segmentation to enhance customer experience and operational efficiency. This position focuses on the strategy side of real-time operations, partnering with senior leadership and cross-functional teams to design and implement routing solutions that align with business priorities. You’ll collaborate with multiple internal teams, including Telecom/IVR, DXP, and Workforce Management, ensuring seamless integration of processes and proactive issue resolution. In this role, you’ll leverage your expertise in call routing and segmentation to develop strategies, manage adherence, and support onboarding initiatives. Success will be measured by your ability to engage with senior leadership, anticipate and address challenges before they arise, and deliver innovative routing designs that drive performance. Training will be provided through job shadowing, self-guided modules, and multiple ad-hoc sessions, equipping you with the tools and knowledge to thrive in a dynamic environment. This is a virtual position with a Monday–Friday schedule (8:00 AM–5:00 PM EST). The team culture is collaborative, innovative, and fun—focused on sharing ideas and supporting one another while driving business results. Required skills include strong communication and call routing expertise, with project management and SQL as preferred skills. Familiarity with Aspect WFM, Jira, and MS Office is essential for success.

Requirements

strong communication and call routing expertise
Familiarity with Aspect WFM, Jira, and MS Office
To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.
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.
Bachelor's Degree
7-10 Years Relevant Work Experience

Nice To Haves

project management
SQL

Responsibilities

Strategic Partnership: Collaborate with Operations Strategy to align initiatives with organizational goals and drive execution of strategic priorities.
Performance Optimization: Work with key stakeholders to proactively enhance routing, skilling, and capacity utilization for improved service levels.
Cross-Functional Alignment: Serve as liaison between Realtime, WFM, and Strategy teams to ensure seamless process integration and resolve operational concerns.
Project Engagement: Represent Realtime Operations in launch calls, providing expertise and actionable feedback for new implementations.
Assists managers in the identification, prioritization, planning development, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings.
Research and analyzes diversified data to draw valid conclusions.
Evaluates and implements new methods and techniques for operational improvement.
Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites.
Acts as team leader of various projects and participates on teams implementing new improvements.
Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts.
Demonstrates mastery of workforce planning analysis.
Independently leads highly complex, in-depth analytical projects with minimal supervision.
Owns projects, analysis and recommendations that span the breadth of the Division, either cross-regionally or involving multiple queues.
Acts as a subject matter expert for other team members, helping to foster growth and understanding within the team.
Serves as a role model to others and acts as a team ambassador.
Owns the execution of specialized tasks, including but not limited to producing the weekly service level outlook and partner workforce management overviews.
Confidently leads and presents results of analysis and recommendations in senior level discussions.
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.