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
- As a global media and tech company, Comcast reaches hundreds of millions of customers, viewers, and guests with world-class connectivity and platforms and beloved content and experiences. It was founded in 1963, and is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is https://corporate.comcast.com.
Company H1B Sponsorship
- Comcast has a track record of offering H1B sponsorships, with 83 in 2026, 700 in 2025, 559 in 2024, 624 in 2023, 750 in 2022, 588 in 2021, 583 in 2020. Please note that this does not guarantee sponsorship for this specific role.