• Job Description

  Req#: R370324
  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
  Responsible for managing long range forecasting to ensure we are hitting our Service Level commitments while supporting the organizations' vision, mission, and customer access strategies. Serves as a liaison and contact for supporting internal and external vendor relationships. Has accountability for managing financial resources. Provides subject matter guidance to employees. Has overall responsibility for developing/administering Forecast and Planning standards for organizational unit. Develops processes and procedures to implement functional strategies. This is an individual contributor role, there are no direct reports.
  Job Description
  Position Specific Responsibilities:
  • Oversees and maintains operational planning tools for 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.
  • Leads the Workforce Management staff in the various workforce management activities of forecasting, scheduling, capacity planning, monitoring queues and volumes and approving off phone activities.
  • Conducts forecasting, creates staffing schedules and monitors real time for schedule adherence.
  • Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted.
  • Forecasts and accounts for growth due to seasonal variations, special events, affecting client's (such as marketing blitzes) and other cyclical patterns.
  Core Responsibilities:
  • Provides customer service leadership regarding all facets of operations analysis, performance management and time entry.
  • Prepares, analyzes, and leads operation through statistical analysis of activity.
  • Plans, develops, and administers customer service programs in adherence with national and system customer service objectives.
  • Implements company policy, procedures, standards, and goals.
  • Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives.
  • Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions.
  • 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 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
  • Improve results and drive growth
  • Respect and promote inclusion and diversity
  • Do what's right for each other, our customers, investors, and our communities!
  What are the BENEFITS of Comcast?
  • Development and Advancement Opportunities
  • Employee Resource Groups
  • Day 1 Medical/Dental/Vision Insurance
  • 401k Matching
  • Discounted Services (must reside in the footprint)
  • Many more benefits and perks!
  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 an EOE/Veterans/Disabled/LGBT employer.
  Compensation
  National Pay Range: $52,128.84 USD-$122,176.97 USD
  Comcast intends to offer the selected candidate base pay 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 on our careers site for more details.
  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.
  Certifications (if applicable)
  Relative Work Experience
  5-7 Years
  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. 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.

• About the company

  Comcast Corporation is an American telecommunications conglomerate headquartered in Philadelphia, Pennsylvania.

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