Sr. Manager, Workforce Optimization

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:

• 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.

What Success Looks Like:

• Improved forecast accuracy and service level performance.
• Strong cross-functional alignment and executive confidence in workforce insights.
• Scalable workforce strategies that support growth and change.
• A motivated, forward-thinking WFM team that challenges the status quo.

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.

Skills:

Service Levels; Workforce Management (WFM); Workforce Optimization

Salary:

Primary Location Pay Range: $97,816.22 - $146,724.32

Additional Range: This job can be performed in Illinois with a Pay Range of $88,923.83 - $146,724.32

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

7-10 Years