Mgr 2, Workforce Management – Philadelphia PA
Posted On: 10-14-2015
Position Title: Mgr 2, Workforce Management
Job Location: Philadelphia PA
Application link: https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=124439&company=21114P&username=
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.
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.
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 employees’ schedule adherence, and service level achievement. Manages the Workforce Management staff in the various workforce, management activities of forecasting, scheduling, capacity planning and 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 clients (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.
– Bachelor’s Degree or Equivalent
– Generally requires 8-11 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer