Manager Workforce Management

Comcast Atlanta, GA

About the Job

Business Unit:

Job Summary:
The Long Range Planning Manager is responsible for providing an

accurate long term forecast and capacity outlook. An effective LRP

Manager will have a thorough understanding of the line of

businness(es) that they support. Each forcast develope should

contemplate historical patterns, anomalies and future initiatives

impacting the business. To be successful in this role, the LRP

Manager must be able to identify risks (financial or operational)

and make recommendations to mitigate those risks. Responsible

for managing call routing in a multi-site environment to ensure an

efficient workload and workforce balance while supporting the

organizations' vision, mission and customer access strategies.

Serves as a liaison and contact for supporting internal and external

vendor relationships. Manages professional employees and/or

supervisors, and may manage business support/technical staff.

Has accountability for managing financial resources. Provides

subject matter guidance to employees. Has overall responsibility

for developing/administering performance standards for

organizational unit. Develops processes and procedures to

implement functional strategies.

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
communities

Core Responsibilities:
- Oversees and maintains the Workforce Management (WFM) Platform
utilized for forecasting, scheduling, tracking, monitoring, and
reporting the daily/monthly call center statistics. For example: call
center volumes, full time employees, schedule adherence, and service
level achievement.
- Manages the Workforce Management staff in the various workforce
management activities of forecasting, scheduling, capacity planning,
monitoring queues and volumes, and approving off phone activities.
- Conducts forecasting, creates staffing schedules, and monitors real
time for schedule adherence.
- Identifies and researches service level risks for problem resolution
and management notification. Oversees escalation plan when service
levels are negatively impacted.
- Forecasts and accounts for growth due to seasonal variations, special
events, affecting client's (such as marketing blitzes) and other
cyclical patterns.
- 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
- Advance knowledge of Excep preferred
-
- Generally requires 6-9 years related experience





Comcast is an EOE/Veterans/Disabled/LGBT employer