[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.

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

Expectations

• 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
• Be enthusiastic learners, users and advocates of our game-changing technology, products and services
• Make big things happen by working together and being open to new ideas
• Be an active part of the Net Promoter System
• Drive results and growth
• Support a culture of inclusion in how you work and lead
• Do what's right for each other, our customers, investors and our communities

Qualifications

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

Skills

• Call Center
• Continuous Process Improvement
• Online Learning

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

Virginia Pay Range: $44,412.83 USD - $85,124.59 USD

Maine Pay Range: $44,412.83 USD - $74,021.38 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.

Equal Opportunity Statement

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.