Forecasting & Workforce Analytics Analyst II

Comcast; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Comcast is seeking a workforce management professional to forecast contact center volumes, monitor agent occupancy, and align staffing with workload to sustain service levels. You will analyze call patterns, optimize costs, and collaborate with stakeholders to drive productivity while upholding Comcast's operating principles and customer focus.

Utilize data-driven insights to guide decisions, manage vendor relationships where applicable, and ensure performance targets are met.

Qualifications

• Bachelor’s Degree preferred; Comcast may consider coursework/experience in lieu of a degree.
• Ability to analyze call center performance and financial outcomes.
• Experience with data databases and process improvement.

Responsibilities

• Compiling and analyzing call center performance reports to guide decisions.
• Forecasting headcount expenses and optimizing cost per call through detailed analysis.
• Managing a comprehensive error database to drive process improvements.
• Aligning staffing with workload patterns and planning schedules to meet service levels.
• Consulting with experts to manage call routing and customer service efficiency.
• Tracking monthly productivity, quality, and sales goals to ensure targets.
• Enforcing schedule adherence and advising on necessary adjustments.

Skills

Call Center

Continuous Process Improvement

Online Learning

Education

Bachelor’s Degree

Job description

Comcast is seeking a workforce management professional to forecast contact center volumes, monitor agent occupancy, and align staffing with workload to sustain service levels. You will analyze call patterns, optimize costs, and collaborate with stakeholders to drive productivity while upholding Comcast's operating principles and customer focus.

Utilize data-driven insights to guide decisions, manage vendor relationships where applicable, and ensure performance targets are met.