Coordinator, Call Volume Control - Beaverton, OR/Fife, WA

Comcast Beaverton, OR

About the Job

Business Unit:

Military Experience Welcome!
Benefits start Day 1 for New Hires.

Job Summary:
Responsible for monitoring service levels and ensuring that utilization/profitability goals are met on a consistent basis. Works with moderate guidance in own area of knowledge. Is accountable for individual results and impact on team.

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:
- Develops and coordinates implementation of contingency plans for contact centers.
- Determines the impact on service levels when staff are added or reduced.
- Manages the relationship between cost and service for contact centers.
- Develops routing solution to achieve business goals and keeps centers and others informed of progress, issues, and/or problems that could impede goal achievement and suggest workable solutions.
- Demonstrates substantive Workforce Management knowledge and skills and apply them to well defined work activities.
- 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

Additional Requirements:
- Proficient in written and verbal communication skill
- Basic understanding of call center workforce management
- Basic understanding of workforce management systems ◦CMS/Avaya or equivalent
- RTA or equivalent
- eWFM/Empower or equivalent
- Dialer systems (collections)
- Basic MS Excel knowledge
- Proficient with MS outlook
- Position can sit in either Beaverton, OR or Fife, WA

Comcast is an EOE/Veterans/Disabled/LGBT employer