Call Volume Control Coordinator (Sandy, Utah)

Comcast Sandy , UT 84090

Posted 2 weeks ago

Business Unit:

Job Summary:

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

Core Responsibilities:

  • 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.

Job Specification:

  • Bachelors Degree or Equivalent

  • Generally requires 0-2 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer

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Call Volume Control Coordinator (Sandy, Utah)