[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