Analyst 1, Forescasting & Analysis

Comcast Miramar, FL

About the Job

Business Unit:

Job Summary:
Responsible for monitoring and evaluating the flow of calls into call
center for performance and efficiency.

Employees at all levels are expect to:

- 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 and diversity
- Do what's right for each other, our customers, investors and our

Core Responsibilities:
- Maintains monthly location based customer service productivity,
quality, and sales performance goals, reports, and tracks performance
against goals.
- Monitors call volume arrival patterns, additives and multiplicities
seasonality, contact rates, and applies various forecast models
(non-stationary, trend lines, correlation analysis).
- Advises management regarding schedule change requests. Enforces
schedule compliance and adherence.
- 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.

Job Specification:
- Bachelors Degree or Equivalent
- Generally requires 0-2 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer