Analyst 2, Resource Planning

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

Responsible for creating and handling schedules that aligns with the forecasts created by our capacity planning / forecasting team. Scheduling Analyst will work through shift and holiday bids, performance based ranking, scheduling time offline activities, as well as other scheduling duties and responsibilities. For this role we are in search of a professional with strong Workforce Management experience within the area of scheduling. One who is an analytical problem solver having experience with Tableau and SQL, motivated to drive success, and is tech savvy having experience with MS Office (Excel) and Aspect eWFM. Responsible for preparing accurate and timely short term forecasting in a high volume contact center.

Job Description

Core Responsibilities

• Business forward scheduling of Off Phone Activity based on assumptions provided by our forecasting partners.

  Identify, develop, and implement new processes that will enhance business results and increase team efficiency.

  Ability to balance the scheduling needs of Omni-channel environments, while sustaining optimal schedule efficiency in all channels.

  In depth understanding of key performance metrics such as AHT, Shrinkage, and Attrition Rate.

  Ability to maintainhigh levels of flexibility while working within fast paced environments and changes within our support directory and work structures.

• Enforces schedule compliance and adherence and advises management of schedule changes.
• Compiles and distributes and analyzes daily, weekly and monthly call center performance reports.
• Prepares and reviews analyses of all billings and sales/retention activities. Responsible for the creation and ongoing management/maintenance of a database of all errors.
• Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.
• Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.
• Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.
• Partners with Subject Matter Experts for consultation and recommendations on management of call routing.
• Reviews monthly location-based customer service productivity, quality and sales performance goals, report and tracks performance against goals.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Additional Requirements:

• Technical aptitude in Alvaria/Aspect/some type of workforce management tool, required.
• Advanced Excel skills, required.
• Experience within workforce management (scheduling-based work), required.

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.
• Respect and promote inclusion & diversity.
• 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 proud to be 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:

Microsoft Excel; Workforce Management (WFM); Scheduling; Staff Planning

Salary:

National Pay Range: $37,249.92 USD-$87,304.50 USD

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