Director Workforce Management

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for all aspects of workforce management in all of the call centers throughout Comcast Business, including forecasting call volume, creating agent schedules and reporting the overall effectiveness of the each call centers' performance. Provides leadership and direction for multiple functional areas. Manages professionals at manager, supervisor and professional levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes and integrates strategy for functional area(s).

Job Description

Core Responsibilities

• Directs all activities of the call centers and all aspects of workforce management in all of the call centers, including, but not limited to, the monitoring, maintaining and tracking of real time call volume and distributing the calls based on availability.
• Reviews forecasted volume and available staff to ensure that the call centers' management schedules staff in the most efficient manner to properly utilize available resources and maintain acceptable service levels.
• Oversees the analysis of calling demands, adjusting demand ratios as necessary, monitoring and adjusting staff resources to meet client demands.
• Communicates regularly with Client Services regarding hours projected forecast, increased/decreased headcount, daily stats and reporting and system issues affecting hours day/week/month. Also answers all performance-related questions and reporting.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected 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 …