[Hiring] Analyst 2, Forecasting & Analysis @Comcast

Role Description

This job is responsible for creating accurate forecasts to manage contact center volumes and service quality. It includes analyzing service performance, agent occupancy, and call arrival patterns. The role supports maintaining high service levels through strategic workforce management.

Schedule Requirements

• Must be available to support a 7-day operation. Typical shift window: 11:00 AM – 10:00 PM EST.
• Flexible scheduling required, including evenings and weekends.
• Expected to work at least one weekend day weekly, subject to business needs.

Responsibilities

• Compiling and analyzing call center performance reports on a daily, weekly, and monthly basis to guide strategic decisions.
• Preparing and reviewing analyses of billing processes and sales/retention activities to optimize financial outcomes.
• Creating and managing a comprehensive database of all errors, facilitating continuous process improvement.
• Monitoring headcount expenses and optimizing cost per call through detailed forecast analysis and vendor management.
• Forecasting performance for business partners and recommending strategies to enhance productivity metrics.
• Aligning staffing with workload patterns, planning schedules, and collaborating on staffing plans to meet service level objectives.
• Consulting with Subject Matter Experts to manage call routing effectively and optimize customer service.
• Reviewing and tracking monthly customer service productivity, quality, and sales goals to ensure target achievement.
• Enforcing schedule adherence among customer service teams and advising management on necessary schedule adjustments.
• 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.

Skills

• Call Center
• Group Problem Solving
• Process Improvements

Qualifications

• Bachelor's Degree preferred, or a combination of coursework and experience, or extensive related professional experience.
• 2-5 Years of relevant work experience.

Compensation

• National Pay Range: $39,478.07 USD - $92,526.73 USD
• Illinois Pay Range: $41,945.45 USD - $81,423.52 USD
• Colorado Pay Range: $44,412.83 USD - $85,124.59 USD
• Hawaii Pay Range: $51,814.97 USD - $77,722.45 USD
• Washington DC Pay Range: $56,749.73 USD - $85,124.59 USD
• Maryland Pay Range: $46,880.21 USD - $85,124.59 USD
• Minnesota Pay Range: $44,412.83 USD - $77,722.45 USD
• New York Pay Range: $46,880.21 USD - $92,526.73 USD
• Washington Pay Range: $44,412.83 USD - $88,825.66 USD
• New Jersey Pay Range: $49,347.59 USD - $88,825.66 USD
• Vermont Pay Range: $46,880.21 USD - $74,021.38 USD
• Massachusetts Pay Range: $49,347.59 USD - $88,825.66 USD
• California Pay Range: $44,412.83 USD - $82,245.98 USD

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.

Company Description

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.