Responsible for ensuring that call center schedules meet daily demands of business stakeholders.
Employees at all levels are expect 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
Develops and coordinates implementation of contingency plans for contact centers.
Determines the impact on service levels when staff are added or reduced.
Manages the relationship between cost and service for contact centers.
Develops routing solution to achieve business goals and keeps centers and others informed of progress, issues, and/or problems that could impede goal achievement and suggest workable solutions.
Demonstrates substantive Workforce Management knowledge and skills and apply them to well defined work activities.
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.
Bachelors Degree or Equivalent
Generally requires 0-2 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer