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.

Job Description

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.

Qualifications:

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

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.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Call Center; Continuous Process Improvement; Service Performance Management

Salary:

National Pay Range: $39,478.07 USD-$92,526.73 USD Illinois Pay Range: $41,945.45 USD - $81,423.52 USD Colorado Pay Range: $44,412.83 USD - $85,124.59 USD Hawaii Pay Range: $51,814.97 USD - $77,722.45 USD Washington DC Pay Range: $56,749.73 USD - $85,124.59 USD Maryland Pay Range: $46,880.21 USD - $85,124.59 USD Minnesota Pay Range: $44,412.83 USD - $77,722.45 USD New York Pay Range: $46,880.21 USD - $92,526.73 USD Washington Pay Range: $44,412.83 USD - $88,825.66 USD New Jersey Pay Range: $49,347.59 USD - $88,825.66 USD Vermont Pay Range: $46,880.21 USD - $74,021.38 USD Massachusetts Pay Range: $49,347.59 USD - $88,825.66 USD California Pay Range: $44,412.83 USD - $82,245.98

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, 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.

Education

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.

Relevant Work Experience

2-5 Years