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Senior Operations Analyst, Workforce Management
Comcast
Philadelphia, PA, United States
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The retail strategy is a core part of Comcast's distribution objectives .The role of the stores as a physical embodiment of the brand and are key to creating an experiential environment for the Xfinity services. Stores are also critical to the overall customer experience with over 30 million customer visits annually.
The retail estate for Comcast is currently 550 stores in total, but the level of activity planned for stores over the next 3 years will impact over 350 stores through relocation, refits and redesign. The retail channel has grown in significance for the company as the strategy has been executed and implemented over the last three years. Three years ago retail contributed less than 10% of the distribution channel, this has grown to 14% in 2015 and is planned to contribute over 18% of the overall company sales in 3 years. It estate is a critical and core part of the customer experience strategy for Comcast as the company focuses and drives change in this area.
Job Summary:
Sr. Operations Analyst Workforce Analytics is responsible for the supporting the Workforce Management tool (Kronos) for our Retail employees, ensuring that workforce, customer, and business data trends drives forecasts, planning and business strategy. This role will have cross-functional responsibilities, working with Field leadership and other stakeholders to interpret, present and consult on data results to provide recommendations to make better workforce decisions. The individual must: possess a willingness to learn, entrepreneurial drive, strong influential skills and a proficiency in data visualization software (Tableau, Spotfire, Micro-strategy or QlikView), Microsoft Excel and PowerPoint, as well as an understanding of statistical tools.
Core Responsibilities:
• Ownership of Kronos WFM tool, processes and procedures
• Validates Forecasting and Labor Standards Methodology and seeks out ways to continuously improve processes and technology
• Prepares weekly and month data visualization dashboards and supports the development of key employee metrics and standardized reports
• Helps to define Workforce success metrics for each new system or process andestablishes a plan to track, monitor, and measure the success of those metrics.
• Performs basic system configuration for ongoing WFM roll-out to new stores
• Responds to scheduling questions from the field and stakeholders
• Assists with regression testing for WFM releases and upgrades
• Recommends scheduling best practices and system enhancements based on trends and field feedback
• Delivers ad hoc reporting and analysis to stakeholders to address business needs
• Integrates other workforce data (e.g., turnover) to tell a more holistic story and drive action
• Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.
Job Specification:
• Bachelor's Degree or Equivalent in Business, Finance, Information Systems/Technology or related subject area
• Generally requires 5-7 years related experience
• Previous experience with a Workforce Management system
• Previous experience working for a Retailer preferred
• Expansive knowledge of metrics, data and business intelligence strategies
• Strong business acumen, with proven ability in data analysis, workforce modeling and data visualizations
• Excellent written and verbal communication skills, including the ability to communicate analytics and analytical insights to a non-technical audience
Comcast is an EOE/Veterans/Disabled/LGBT employer