Analyst 2, Resource Planning

Comcast

About The Position

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

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.

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 maintain high 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.
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.