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CommOps, Capacity Resource Specialist
Comcast
Livermore, CA, United States
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Job Summary:
Responsible for the creation of quota for field operations, based on input from field supervisors. Responsible for real-.time monitoring and tracking of quota allocation and active quota management for field operations. Coordinate all quota moves with field supervisory staff and technical operations manager and ensure consistency of routing and work load allocation. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.
Core Responsibilities:
• Create quota distribution to ensure labor utilization across available timeframes.
• Ensure quota is optimized daily to compensate for cancellation rates and must do percentages.
• Ensure consistency in appointment windows and workload allocation through daily monitoring of systems.
• Build, monitor, forecast and adjust quota to ensure adequate reflection of all technical resources, including in-house personnel and contract labor, in order to meet customer demand.
• Actively manage quota movements, changes, and allocation to efficiently utilize cancelled quota and properly reallocate workload to meet connect forecasted activity (days out) scheduled across service centers and management areas.
• Generate quota reports, move reports, and forecasted connect activity (days out) based on demand, special projects, and marketing forecasts. Communicate all reporting results to management.
• Advise management of the need to open / close quota based upon approved schedules, including vacation, training, and flex schedules.
• Utilize multiple applications and data sources to analyze trends and project quota requirements.
• 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.
Job Specification:
• High School or Equivalent
• Generally requires 3-5 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer