Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation’s largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

　　Job Summary

　　The Analyst 2 / Workforce Scheduler is responsible for preparing accurate and timely forecasts in a high volume contact center. Analyzes the Customer Service Center's efficiency and customer service performance and monitors agent occupancy in regards to call arrival patterns. Works with moderate guidance in own area of knowledge. Is accountable for individual results and impact on team.

　　Job Description

　　Core Responsibilities

　　Compiles and distributes and analyzes daily, weekly and monthly call center performance reports.

　　Prepares and reviews analyses of all billings and sales/retention activities. Responsible for the creation and ongoing management/maintenance of a database of all errors.

　　Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.

　　Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.

　　Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.

　　Partners with Subject Matter Experts for consultation and recommendations on management of call routing.

　　Reviews monthly location-based customer service productivity, quality and sales performance goals, report and tracks performance against goals.

　　Enforces schedule compliance and adherence and advises management of schedule changes.

　　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 expected to:

　　Be knowledgeable with Microsoft Excel

　　Have experience using Workforce Management tools, preferably Alvaria’s eWFM.

　　Have experience using AVAYA CMS for Reporting and Skill Changes. Attention to detail and high level of accuracy .

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

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

　　Know your stuff - be enthusiastic learners, users and advocates of our game-changing 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 ideas.

　　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 call backs and helping us elevate opportunities to do better for our customers.

　　Drive results and growth.

　　Respect and promote inclusion & diversity.

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

　　Work Schedule / Set-up:

　　Candidate must be amenable with Hybrid work set-up

　　Okay with nigh shift

　　Willing to work in Mandaluyong City

　　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 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.

　　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

　　2-5 Years

　　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.