Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
Responsible for managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Manages professional employees and/or supervisors and may manage business support/technical staff. Has accountability for managing financial resources. Provides subject matter guidance to employees. Has overall responsibility for developing/administering performance standards for organizational unit. Develops processes and procedures to implement functional strategies.
Job Description
Core Responsibilities
Oversees and maintains the Workforce Management (WFM) Platform utilized forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics. For example: call center volumes, full time employees, schedule adherence and service level achievement.
Manages the Workforce Management staff in the various workforce management activities of forecasting, capacity planning, monitoring queues and volumes and approving off phone activities.
Partner with Business leaders regularly to ensure forecasts and/or budgets reflect all known drivers (Volume, AHT, etc.) and evaluate staffing plans.
Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted.
Identifies opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.
Provide ad-hoc analysis on call center performance as it relates to variance to the forecast models and identify new and relevant trends to monitor/incorporate/action on; set directions on how to best incorporate evolving business needs and initiatives within the forecasting models.
Forecasts and accounts for growth due to seasonal variations, special events, affecting client's (such as marketing blitzes) and other cyclical patterns.
Provide ad-hoc analysis on monthly performance as it relates to variance to forecast, staffing, and/or payroll expense.
Develop a team of analysts within the Forecasting team, engaging with the goal of upskilling them.
Create and maintain play book and develop standardized processes for the team to reference.
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.
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.
Comcast is proud to be 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.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
