Analyst 1, Workforce Management - Forecasting & Analysis

Job description

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 monitoring and evaluating the flow of calls into call center for performance and efficiency. Job Description: Core 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 incr...