Hotline: 678-408-1354

Analyst 1, Forecasting & Analysis – Atlanta, GA

Comcast Atlanta, GA 30339 Information Technology

Business Unit:
Job Summary:
Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.

Employees at all levels are expect 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 and diversity
  • Do what’s right for each other, our customers, investors and our


    • communities


    Core Responsibilities:

  • Maintains monthly location based customer service productivity,


    • quality, and sales performance goals, reports, and tracks performance
    against goals.

  • Monitors call volume arrival patterns, additives and multiplicities


    • seasonality, contact rates, and applies various forecast models
    (non-stationary, trend lines, correlation analysis).

  • Advises management regarding schedule change requests. Enforces


    • schedule compliance and adherence.

  • 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:

  • Bachelors Degree or Equivalent
  • Generally requires 0-2 years related experience
  • Real time monitoring experience preferred.
  • Proficient in Microsoft Excel preferred.
  • Strong reporting background preferred.
  • Call center technology experience preferred.
  • Self-starter with strong problem solving skills.
  • EWFM and Avaya experience preferred.
  • Excellent written and verbal communication skills

    • Comcast is an EOE/Veterans/Disabled/LGBT employer

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    Contact Us

    Eltas EnterPrises Inc.
    3978 Windgrove Crossing
    Suite 200A
    Suwanee, Georgia
    30024, USA
    contact@eltasjobs.com

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