Sr. Workforce Management Scheduling Analyst

Profile

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

Are you ready to take the next step within your career? Or have a passion for puzzles and aligning moving pieces to build a robust and impactful schedule that would allow our call centers to truly exceed our customer expectations. Our Sr. Scheduling Analysts are responsible for creating and handling schedules that aligns with the forecasts created by our capacity planning / forecasting team. The Sr. Scheduling Analyst will work through shift and holiday bids, performance based ranking, scheduling time offline activities, as well as other scheduling duties and responsibilities. For this role we are in search of a professional with strong Workforce Management experience within the area of scheduling. One who is an analytical problem solver having experience with Tableau and SQL, motivated to drive success, and is tech savvy having experience with MS Office (Excel) and Aspect eWFM. As a Sr. Scheduling Analyst, one will usually resolve their own work priorities! Responsible for preparing accurate and timely short term forecasting in a high volume contact center.

Job Description

Scheduling Responsibilities:

Business forward scheduling of Off Phone Activity based on assumptions provided by our forecasting partners.

Identify, develop, and implement new processes that will enhance business results and increase team efficiency.

Ability to balance the scheduling needs of Omni-channel environments, while sustaining optimal schedule efficiency in all channels.

In depth understanding of key performance metrics such as AHT, Shrinkage, and Attrition Rate.

Ability to maintain high levels of flexibility while working within fast paced environments and changes within our support directory and work structures.

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.

Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement.

Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing standardized practices within and across sites. Act as team leader of various projects and participates on 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.

Other duties and responsibilities as assigned.

Regular, consistent and punctual attendance. Available to work nights and weekends, variable schedule(s) according to business needs.

Job Requirements:

Bachelor's Degree or Equivalent

5-7 years related experience

MS Office (Excel & PowerPoint - Sophisticated skill level)

Aspect eWFM or similar experience

SQL, Tableau, and Avaya Supervisor (CMS) preferred

Prior Comcast experience

Employees at all levels are encouraged to:

Understand our Operating Principles; make them the guidelines for how you do your job

Always improving the customer experience - think and act in ways that put our customers first, give them flawless digital options at every touchpoint, and make them promoters of our products and services

Know your stuff - be hardworking learners, users, and advocates of our groundbreaking 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 insights

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 callbacks and helping us elevate opportunities to do better for our customers

Push for results and drive growth

Respect and promote inclusion and diversity

Do what's right for each other, our customers, investors, and our communities

Comcast is an EOE/Veterans/Disabled/LGBT employer

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, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

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.

Relevant Work Experience

5-7 Years

Salary:

National Pay Range: $44,610.54 USD-$104,555.95 USD

Comcast intends to offer the selected candidate base pay within this range, 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 provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com