Job Description

Job Summary:

Responsible for developing and managing reports that impact the customer's experience and improved business results.Utilizes forecasts to measure accuracy by interval, daily, monthly measures, and headcount expense.Has in-depth experience, knowledge and skills in own discipline.Usually determines own work priorities.Acts as a resource for colleagues with less experience.

Submits routing changes to Telecom and participates in IVR projects.Tracks and audits all routing and IVR adjustments to drive efficiency and optimal customer experience.Develops scheduling plans and ensures consistent execution, creates shift bids to drive both SL and budget favorability, and partners with operations through entire process.Serves as subject matter for all XM scheduling and routing related activity.

eWFM Maintenance; Developing trial sets, OPA plans, holiday bids, new hire scheduling, and all facets of front-line schedule creation.

Core Responsibilities:

  • 10-20% of travel
  • Assists managers in the identification, prioritization, planning development, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings.
  • Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement.
  • Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites. Act as team leader of various projects and participates on teams implementing new improvement processes.
  • Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts.
  • 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) as necessary.
  • Other duties and responsibilities as assigned.

Job Specification:

  • Bachelors Degree or Equivalent
  • Generally requires 5-7 years related experience

Comcast is an EEO/AA/Drug Free Workplace.


The above 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

Please note:
if your initial application passes a first review, you'll receive a final application link via email.

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