Forecasting & Analysis Rep 1 (Schaumburg)

Job Responsibilities

When applying please understand that you are applying for the Schaumburg location.

Position Summary: This position is responsible for analyzing and administering operational performance in the call centers utilizing workforce management systems to ensure optimum productivity and results.

Major Duties

- Maintain data integrity and assure input/output accuracy in various databases including but not limited to, Workforce Management, User Base, Aspect, and Cisco systems.
- Administer and facilitate maintenance on all databases
- Create, load, maintain and review work schedule for all employees, making recommendations where necessary
- Conduct and communicate bidding process for shift, vacation and holiday schedules; updating the appropriate databases as needed
- Conduct auction process for holiday and alternate holiday processes
- Create and communicate training schedules to employees to assure awareness modifying schedules as needed
- Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices
- Manage scheduling process to ensure appropriate call center staffing and performance according to the needs of the business
- Interface with call center management to understand the fast changing business needs and make updates where necessary.
- Partner with local HR team for accurate input of FMLA/STD/LOA in workforce management systems
- Partner with local Payroll department to assure TTO banks are balanced between systems
- Create and run daily, weekly and monthly operational analysis reports from a variety of business systems including ACD, IVR, Access, Crystal Reports and other databases.
- Monitor and report daily Call Center absences and provide daily operational summaries.
- Real time monitoring of inbound and outbound contact traffic, making routing recommendations to route calls to appropriate Call Center staff.

QUALIFICATIONS:

Minimum Requirements
- Strong analytical and organization skills including trend analysis
- Proficient with time management
- Ability to plan, prioritize and organize effectively/ detail-oriented
- Demonstrated ability to work independently, take initiative, problem solve, handle multiple task and prioritize daily responsibilities
- A thorough knowledge of computer software, proficient in Microsoft Office, as well as other related applications
- Demonstrate flexibility to adapt quickly to departmental changes and conditions
- Must demonstrate working knowledge and adherence to all Comcast policies, procedures, guidelines, and practices
- Excellent written and verbal communication skills are required to interface effectively with staff, management, vendors, and various other internal and external customers
- Regular, punctual and consistent attendance
- Ability to work in a team oriented environment focused on crossing training and sharing workload responsibilities
- Ability to meet deadlines and demonstrate flexibility
- Ability to perform additional tasks as assigned

Preferred Qualifications
- Bachelor's degree preferred and/or recognized equivalent work experience
- Two years of solid call center experience or one year of workforce management experience required
- Twelve months experience working within either a Resource Planning, Information Management, AirlineHotel Operations group is preferred
- Previous experience with call routing and reporting systems preferred
- Building, managing, and designing databases a plus
- Experience in a fast paced often high-pressure office environment
- Ability to occasionally lift and carry 20lbs or less
- Knowledge of CSG billing systems preferred



Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, qualified disability or veteran status, ancestry, marital status, sexual orientation, sex or any other legally protected category.

Comcast is an Equal Opportunity Employer

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=492721-3-433