Analyst 2, Real Time Operations

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 developing and managing reports that impact the customer's experience and improved business results. Utilizes forecasts to measure accuracy by interval, daily, monthly measures and headcount expense. Has in-depth experience, knowledge and skills in own discipline. Usually determines your own work priorities. Acts as a resource for colleagues with less experience.

Business Unit Hours: 7 days a week, 7am-12am EST. Shift will most likely be 3pm-12am EST, days are TBD.

Job Description

Core Responsibilities

• Assists managers in the identification, prioritization, planning development, coordination, support and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings. 
• Research and analyze diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement. 
• Leads projects that will enable their Pillar to continually improve processes by identifying, sharing, implementing the best practices within and across lines of businesses. Act as team leader of various projects and participates in teams implementing new improvement processes. 
• Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts. 
• 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) and overtime as necessary. 
• Other duties and responsibilities as assigned. 

Minimum Requirements 

• 3-5 years call center/customer service experience 
• Experience with agent skilling and routing dynamics  
• Proficiency in Excel with a focus on forecasting and analysis 
• Working knowledge of Alvaria or similar Workforce Management system. 
• Experience with Workforce Management, including scheduling and real time management.
• Technical aptitude in SQL, Tableau, and/or Power BI, preferred.  

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

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Eworkforce Management (EWFM), Forecast Analysis, Microsoft Excel, Microsoft Word, Service Levels, Troubleshooting

Compensation

National Pay Range: $37,249.92 USD-$87,304.50 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provi