Strategic Planning Analyst

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Reporting to the Resource Planning Manager, the Strategic Planning Analyst is responsible for preparing accurate and timely long-range variable forecasts within the Northern Division Customer CARE and Sales organizations. This individual is also responsible for effectively matching long-range staffing to monthly workload arrival patterns, partnering with Human Resources and Comcast University to ensure "just in time" staffing, and handling multiple tasks aimed at ensuring Service Level and Occupancy objectives are met/exceeded on a consistent basis. The responsibilities of this analyst are focused on ensuring customer accessibility to our organization, minimizing costs, and maximizing operational efficiencies.

1. Track and statistically analyze all Northern Division call center variables (15%)
2. Prepare accurate and timely strategic variable forecasts; calculating the monthly staffing levels necessary to consistently meet stated Service Level and Occupancy objectives (45%)
3. Negotiate the timing of staffing cycles with HR/Comcast University and present the cycle calendar at the weekly Staffing and Training meeting (10%)
4. Partner with the Forecast Analysts to ensure the appropriate placement of new hire/transfer cycles; balancing regional call containment goals, team specific ratio requirements and site/region specific seating capacity (5%)
5. Report on variable patterns and trends as well as any deviations from those patterns and trends (e.g., call volume, AHT, site and staff group specific attrition levels, etc)(5%)
6. Proactively develop and implement processes to identify, track and quantify all volume and handle time impacting initiatives; ensuring variable forecasts reflect the possible impact of those initiatives (5%)
7. Maintain and refine processes to monitor, report, and communicate actual performance against forecasted performance (5%)
8. Establish and maintain key partnerships across multiple sites and functional areas in order to ensure Resource Planning is fully aware of and has a voice in the timing of initiatives that may impact staffing requirements (5%)
9. Partner with the Forecast Support Analyst to ensure the appropriate timing of controllable workforce shrinkage (e.g., training initiatives, team meetings, etc.)
10.Develop, maintain and refine analytical tools aimed at supporting changes in the business and continuously improving the Resource Planning process
11. Other duties as assigned

Punctual, regular, and consistent attendance.

Qualifications

Minimum 3 years contact center forecasting experience (long-range forecasting/strategic planning experience preferred)

Minimum 3 years workforce management software experience (TCS/eWorkforce experience preferred)

Minimum 3 years contact center operations experience

Demonstrated analytical, problem solving and creative thinking abilities

Knowledge of contact center queuing theory and forecasting applications

Ability to think strategically, assess and recommend solutions for short and long-term impact

Excellent organizational and communication skills (both written and verbal)

Ability to work across and within business groups; forming organizational consensus on issues

4-year college degree in related field and/or equivalent experience required


Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.


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