Sr. Manager, Workforce Optimization

Comcast•Philadelphia, PA

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 The Senior Manager of Workforce Management leads enterprise-level workforce and call routing strategy across a multi-site environment to optimize service delivery, service assurance, and operational performance. This role blends strategic thinking with hands-on leadership, using advanced analytics, complex modeling, and cross-functional partnership to anticipate demand, balance workloads, and continuously improve service outcomes. The Senior Manager serves as a trusted advisor, thought leader, and people manager with a direct impact on business results. Job Description Core Responsibilities:

Requirements

Service Levels
Workforce Management (WFM)
Workforce Optimization
Bachelor's Degree
While 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.
7-10 Years Relevant Work Experience

Responsibilities

Own and lead the Workforce Management (WFM) strategy, platform, and execution, including forecasting, scheduling, capacity planning, real-time monitoring, and performance reporting across contact center operations.
Manage and develop high-performing WFM teams responsible for forecasting accuracy, schedule optimization, queue management, and off-phone activity governance.
Build and maintain advanced workforce models that anticipate demand, account for seasonality, growth, and special events, and support optimization of service levels, staffing, and costs.
Monitor real-time performance, proactively identify service level risks, understand the why, and leads escalation and recovery strategies when thresholds are at risk or missed.
Partner closely with Service Delivery, Enterprise Service Assurance, Reporting, Technology, and Vendor Management teams to align strategy, improve data quality, and enhance tools and systems.
Take an end-to-end view of the service ecosystem, understanding operational dependencies and designing workforce solutions that are adaptable, scalable, and resilient.
Translate complex data into clear, compelling insights; lead senior-level reviews of workforce assumptions, performance drivers, and optimization opportunities.
Establish, evolve, and govern performance standards, processes, and controls that align workforce execution with enterprise objectives.
Drive innovation by challenging legacy approaches, introducing new ideas, and continuously improving how workforce strategy supports the customer and business outcomes.
Exercise sound judgment and decision-making in complex, high-impact situations; balance strategic planning with real-time operational demands.
Support flexible scheduling needs, including nights, weekends, and peak periods, as required.