Forecasting & Workforce Planning Analyst

Comcast; Northern (KY); Hybrid; USD 39,000 - 93,000; Full time

Job summary

Comcast is seeking a role focused on creating accurate forecasts to manage contact center volumes and service quality. You will analyze service performance, agent occupancy, and call arrival patterns to support high service levels through strategic workforce management.

Responsibilities include daily/weekly/monthly performance reporting, billing and retention analyses, and building a database of errors to drive continuous process improvement, while aligning staffing with workload patterns to

Qualifications

• Bachelor's degree required or equivalent combination of coursework and experience.
• 2-5 years of relevant work experience.

Responsibilities

• Compile and analyze call center performance reports daily, weekly, and monthly.
• Review billing, sales, and retention analyses to optimize financial outcomes.
• Maintain a comprehensive database of errors to support process improvement.
• Monitor headcount expenses and optimize cost per call through forecast analyses and vendor management.
• Forecast performance for business partners and suggest strategies to improve productivity.

Skills

Online Learning

Call Center

Continuous Process Improvement

Education

Bachelor's Degree

Job description

Comcast is seeking a role focused on creating accurate forecasts to manage contact center volumes and service quality. You will analyze service performance, agent occupancy, and call arrival patterns to support high service levels through strategic workforce management.

Responsibilities include daily/weekly/monthly performance reporting, billing and retention analyses, and building a database of errors to drive continuous process improvement, while aligning staffing with workload patterns to