[Remote] Analyst 1, Forecasting & Analysis
Note: The job is a remote job and is open to candidates in USA. Comcast is a leading technology provider in the connectivity and communications sector. The Analyst 1, Forecasting & Analysis role involves monitoring and evaluating call center performance, ensuring service levels are met, and providing data analysis to management for operational improvements.
Responsibilities
- Daily real-time monitoring of service levels for all queues and LOBs
- Effectively communicates Service Level impacts to WFM leaders and Management
- Advises management regarding schedule change requests
- Enforces schedule compliance and adherence
- Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions
- Escalate significant issues (system outages, volume increases, staffing shortages) following established processes
- Produce daily, biweekly, and monthly internal reports
- 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
Skills
- Proficient in Microsoft Excel
- Experience using Workforce Management tools, preferably Aspect's eWFM
- Experience using Avaya CMS for reporting and skill changes
- Attention to detail and high level of accuracy
- Clear, concise verbal and written communication skills
- Strong collaboration skills with WFM planning, operations, and support teams
- Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence)
- Ability to multi-task, focus, and complete reports for extended periods of time
- Ability to maintain composure in critical situations
- Bachelor's Degree
- 0-2 Years of relevant work experience
Benefits
- Commission under the terms of an applicable plan
- Bonus
- Best-in-class Benefits
Company Overview
Company H1B Sponsorship