Real Time Analyst (Night Shift | Hybrid)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.

Job Description

RESPONSIBILITIES:

• Daily real-time monitoring of service levels for all queues and LOBs.

• Effectively communicates Service Level impacts to WFM leaders and Management.

• Advises management regarding schedule change requests. Enforces schedule compliance and adherence.

SKILLS AND QUALIFICATIONS:

• Proficient in Microsoft Excel.

• Experience using Workforce Management tools, preferably Aspect’s eWFM.

• Experience using Avaya CMS for reporting and skill changes.

• Attention to detail and high level of accuracy.

• Clear, concise verbal and written communication skills.

• Strong collaboration skills with WFM planning, operations, and support teams.

• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).

• Ability to multi-task, focus, and complete reports for extended periods of time.

• Ability to maintain composure in critical situations.

• Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.

• Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.

• Produce daily, biweekly, and monthly internal reports.

• 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.

WORK SCHEDULE / SET-UP/LOCATION:

• Candidate must be amenable with Hybrid work set-up (2X onsite, 3x WFH)

• Okay with nightshift (preferably 1:00 AM Manila Time) / flexible with schedule

• Willing to work in Ortigas, Pasig City

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.

• Support a culture of inclusion in how you work and lead.

• 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.

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 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.

Certifications (if applicable)

Relevant Work Experience

0-2 Years

Comcast is 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.