Analyst 2, Forecasting & Analysis - RTA

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Realtime Adherence team is responsible for monitoring and managing the real-time repair environment for various repair lines of business (TV, phone, internet & XM). This includes ensuring calls are routed correctly, agents adhere to schedules, and the environment functions smoothly. They also manage overtime, track internal activities like training and coaching, and monitor the repair and XM repair lines for any customer issues. This group is described as a close-knit, virtual team with a strong culture of fairness, open communication, and support for analysts. They focus on servant leadership and team development, encouraging open feedback and learning.

Partnerships:
- Business Partner Groups: Work together to ensure smooth operations.
- Planning & Forecasting Teams: Collaborate for accurate scheduling and resource allocation.
- Incident Management & Vendor Management: Address and resolve any technical or operational issues.

Success within this role is gauged through the completion of training (including shadowing) and the ability to carry out daily tasks efficiently after training.

Hours: Sunday – Thursday, 3:00pm – 12:00am EST

Job Description

Key Responsibilities:

• Call Routing: Ensure calls are routed correctly and efficiently.
• Reporting: Create timely, accurate reports with minimal errors.
• Real-Time Adherence: Monitor agent performance and activities in real time.
• Communication: Maintain regular communication with internal and business partners.
• Customer Focus: Ensure repair-related customer issues are prioritized and addressed effectively.

Core Responsibilities

• Compiles and distributes and analyzes daily, weekly and monthly call center performance reports.
• Prepares and reviews analyses of all billings and sales/retention activities. Responsible for the creation and ongoing management/maintenance of a database of all errors.
• Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.
• Forecasts for all business partners and find solutions for …