Apply on Employer Site

Comcast · 6 hours ago

Lead Analyst, Real Time Operations (1 of 2 Openings)

United States

Full-time

Remote

Mid, Senior Level

$55K/yr - $129K/yr

7+ years exp

Comcast is a Fortune 50 leader in media and technology, seeking a Lead Analyst for Real Time Operations. This role focuses on optimizing call routing and segmentation to enhance customer experience and operational efficiency, collaborating with senior leadership and cross-functional teams to implement effective strategies.

InternetTelecommunicationsTVVideoWeb Hosting

No H1B

Responsibilities

Strategic Partnership: Collaborate with Operations Strategy to align initiatives with organizational goals and drive execution of strategic priorities

Performance Optimization: Work with key stakeholders to proactively enhance routing, skilling, and capacity utilization for improved service levels

Cross-Functional Alignment: Serve as liaison between Realtime, WFM, and Strategy teams to ensure seamless process integration and resolve operational concerns

Project Engagement: Represent Realtime Operations in launch calls, providing expertise and actionable feedback for new implementations

Assists managers in the identification, prioritization, planning development, coordination, support, and execution of high impact (immediate and long-term) improvement plans for effective and sustainable cost savings

Research and analyzes diversified data to draw valid conclusions

Evaluates and implements new methods and techniques for operational improvement

Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites

Acts as team leader of various projects and participates on teams implementing new improvements

Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts

Demonstrates mastery of workforce planning analysis. Independently leads highly complex, in-depth analytical projects with minimal supervision

Owns projects, analysis and recommendations that span the breadth of the Division, either cross-regionally or involving multiple queues

Acts as a subject matter expert for other team members, helping to foster growth and understanding within the team

Serves as a role model to others and acts as a team ambassador

Owns the execution of specialized tasks, including but not limited to producing the weekly service level outlook and partner workforce management overviews

Confidently leads and presents results of analysis and recommendations in senior level discussions

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

Qualification

Call Routing ExpertiseSQLProject ManagementAspect WFMJIRA ToolAnalytical Problem SolvingMicrosoft OfficeAvaya Call Management SystemReal Time Decisions

Required

Bachelor's Degree

7-10 Years of relevant work experience

Strong communication skills

Call routing expertise

Project management skills

Familiarity with Aspect WFM

Familiarity with Jira

Familiarity with MS Office

Preferred

SQL expertise

Benefits

Commission under the terms of an applicable plan

Bonus

Best-in-class Benefits

Company

Comcast

Glassdoor3.8

Comcast is a media and technology company that provides broadband internet, mobile services, and entertainment platforms. It is a sub-organization of SkyShowtime.

Founded in 1963

Philadelphia, Pennsylvania, USA

10001+ employees