Job Summary
The Realtime Adherence team is responsible for monitoring and managing the real-time repair environment for various repair lines of business (TV, phone, internet & XM). This includes ensuring calls are routed correctly, agents adhere to schedules, and the environment functions smoothly. They also manage overtime, track internal activities like training and coaching, and monitor the repair and XM repair lines for any customer issues. This group is described as a close-knit, virtual team with a strong culture of fairness, open communication, and support for analysts. They focus on servant leadership and team development, encouraging open feedback and learning. Partnerships: - Business Partner Groups: Work together to ensure smooth operations. - Planning & Forecasting Teams: Collaborate for accurate scheduling and resource allocation. - Incident Management & Vendor Management: Address and resolve any technical or operational issues. Success within this role is gauged through the completion of training (including shadowing) and the ability to carry out daily tasks efficiently after training. Hours: Sunday - Thursday, 3:00pm - 12:00am ESTJob Description
Key Responsibilities:
- Call Routing: Ensure calls are routed correctly and efficiently.
- Reporting: Create timely, accurate reports with minimal errors.
- Real-Time Adherence: Monitor agent performance and activities in real time.
- Communication: Maintain regular communication with internal and business partners.
- Customer Focus: Ensure repair-related customer issues are prioritized and addressed effectively.
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) and overtime as necessary.
- Other duties and responsibilities as assigned.
Required Skills:
- Proficiency in MS Excel, Word, Outlook, and Teams
- Avaya CMS experience
- eWFM experience, preferred
Employees at all levels are expected to:
- 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.
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.
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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.
Skills:
Customer Experience (CX); Microsoft Office; Service Levels; Workforce Management (WFM); Eworkforce Management (EWFM); Communication; Avaya Call Management System
Salary:
National Pay Range: $37,249.92 USD-$87,304.50 USD
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and 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.
Relevant Work Experience
2-5 Years
