Sr. Manager, Workforce Management
Location:
Greenwood Village , Colorado
Posted:
December 15, 2017
Reference:
167013

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 managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the organizations' vision, mission and customer access strategies. Serves as
a liaison and contact for supporting internal and external vendor relationships. Provides subject matter guidance to employees. Has overall responsibility for developing/administering performance standards for organizational unit. Develops process and procedures to implement functional strategies. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results, and typically manages one or more groups of professional employees.

Core Responsibilities:
- Oversees the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics. For example: call center volumes, full time employee's, schedule adherence, and service level achievement.
- Manages the Workforce Management staff in the various workforce management activities of forecasting, scheduling, capacity planning, monitoring queues and volumes, and approving off phone activities.
- Conducts forecasting, creates staffing schedules, and monitors real time for schedule adherence.
- Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted.
- Forecasts and accounts for growth due to seasonal variations, special events, and other cyclical patterns affecting client's (such as marketing blitzes.)
- 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 8-11 years related experience



Comcast is an EOE/Veterans/Disabled/LGBT employer


A little about us:
Comcast brings together the best in media + technology. We drive innovation to create the world's best entertainment and online experiences.

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