Job Summary: Responsible for preparing accurate and timely forecasts in a high volume contact center. Analyzes the Customer Service Center's efficiency and customer service performance and monitors agent occupancy in regards to call arrival patterns. Works with moderate guidance in own area of knowledge. Is accountable for individual results and impact on team. Core Responsibilities:   • Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports.   • Prepares and reviews analyses of all billings and sales/retention activities. Responsible for the creation and ongoing management/maintenance of a database of all errors.   • Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.   • Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.   • Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting, and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.   • Partners with Subject Matter Experts for consultation and recommendations on management of call routing.   • Reviews monthly location-based customer service productivity, quality, and sales performance goals, report and tracks performance against goals.   • Enforces schedule compliance and adherence and advises management of schedule changes.   • 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. Job Specification:   • Bachelors Degree or Equivalent   • Generally requires 2-5 years related experience Desired Skills and Experience:   • Workforce Management Forecasting and Budgeting Experience   • Experience working with Call Center Analytics   • Experience working with Blue Pumpkin, Aspect eWFM, Impact 360, or similar programs Comcast is an EOE/Veterans/Disabled/LGBT employer