Analyst 1, Forecasting & Analysis

The role involves monitoring and evaluating call center performance to ensure efficiency and service quality, suitable for candidates with analytical skills and experience in contact center operations.

Location: Colorado

Salary: $22.12–$33.17/hr

Responsibilities

• Daily real-time monitoring of service levels for all queues and LOBs.
• Effectively communicates Service Level impacts to WFM leaders and Management.
• Advises management regarding schedule change requests. Enforces schedule compliance and adherence.
• Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.
• Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.
• Produce daily, biweekly, and monthly internal reports.
• 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.

Requirements

• Proficient in Microsoft Excel.
• Experience using Workforce Management tools, preferably Aspect’s eWFM.
• Experience using Avaya CMS for reporting and skill changes.
• Attention to detail and high level of accuracy.
• Clear, concise verbal and written communication skills.
• Strong collaboration skills with WFM planning, operations, and support teams.
• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
• Ability to multi-task, focus, and complete reports for extended periods of time.
• Ability to maintain composure in critical situations.

Benefits

• Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.
• Comcast provides best-in-class Benefits to eligible employees, supporting physical, financial, and emotional well-being.

Additional Information

• This information is a general overview and not a comprehensive list of all duties, responsibilities, and qualifications.
• The role is based in Colorado with a pay range of $22.12 - $33.17 per hour.
• Applicants with 0-2 years of relevant experience are considered.
• The position emphasizes a culture of inclusion, customer focus, teamwork, and continuous learning.