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

Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.

Job Description

Core Responsibilities

• Daily real-time monitoring of service levels for all queues and LOBs.

• Effectively communicates Service Level impacts to WFM leaders and Management.

• Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.

  Produce daily, biweekly, and monthly internal reports

• Maintains monthly location based customer service productivity, quality and sales performance goals, reports and tracks performance against goals.

• Monitors call volume arrival patterns, additives and multiplicities seasonality, contact rates and applies various forecast models (non-stationary, trend lines, correlation analysis).

• Advises management regarding schedule change requests. Enforces schedule compliance and adherence.

• 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:

• Be knowledgeable with Microsoft Excel

• Have experience using Workforce Management tools, preferably Alvaria’s eWFM.

• Have experience using AVAYA CMS for Reporting and Skill Changes.

• Attention to detail and high level of accuracy

• Ability to multi-task, focus and complete reports for extended periods of time

• Ability to maintain composure in critical situations and communicate clearly with stakeholders

• Promotes and evangelizes a culture of excellence, data driven discussions, healthy skepticism, intellectual curiosity, knowledge sharing, and teamwork.

• 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 by working together and being open to new ideas.

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Respect and promote inclusion & diversity.

• Do what's right for each other, our customers, investors and our communities.

Work Schedule / Set-up:

• Candidate must be amenable with Hybrid work set-up

• Okay with nightshift / flexible with schedule

• Willing to work in Ortigas, Pasig City

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

0-2 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.