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

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.

Job Description

Core 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.

This position is ineligible for visa sponsorship.  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.

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:

Microsoft Office; JIRA Tool; Structured Query Language (SQL); Aspect Workforce Management; Analytical Problem Solving; Avaya Call Management System; Real Time Decisions

Salary:

National Pay Range: $54,969.27 USD-$128,834.22 USD Illinois Pay Range: $58,404.84 USD - $113,374.11 USD Colorado Pay Range: $61,840.42 USD - $118,527.48 USD Hawaii Pay Range: $72,147.16 USD - $108,220.74 USD Washington DC Pay Range: $79,018.32 USD - $118,527.48 USD Maryland Pay Range: $65,276.00 USD - $118,527.48 USD Minnesota Pay Range: $61,840.42 USD - $108,220.74 USD New York Pay Range: $65,276.00 USD - $128,834.22 USD Washington Pay Range: $61,840.42 USD - $123,680.85 USD California Pay Range: $61,840.42 USD - $128,834.22 USD New Jersey Pay Range: $68,711.58 USD - $123,680.85 USD Vermont Pay Range: $65,276.00 USD - $103,067.37 USD Massachusetts Pay Range: $68,711.58 USD - $123,680.85 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

7-10 Years