Analyst 2, Workforce Management (Nroc)

Comcast Philadelphia , PA 19107

Posted 2 weeks ago

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 incident and performance management including call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission, and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Works with moderate guidance in own area of knowledge. Is accountable for individual results and impact to the team.

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 and diversity

  • Do what's right for each other, our customers, investors and our communities

Core Responsibilities:

  • Provides command and control of incident management for the Care organization and advocates for the customer experience

  • Continuously monitors customer care performance across the Comcast internal contact centers, vendor partners and National programs.

  • Demonstrates proficient verbal and written communication skills. Active and timely responses to inquiries via email/slack/phone and chat

  • Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports.

  • Prepares and reviews analyses of all National programs and monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.

  • 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.

  • Enforces schedule compliance and adherence and advises management of schedule changes.

  • 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.

Job Specification:

  • Bachelor's Degree or Equivalent

  • Generally, requires 2-5 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

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Analyst 2, Workforce Management (Nroc)