NBCUniversal

Analyst 1, Forecasting & Analysis

NBCUniversal

full-time

Posted on:

Location Type: Hybrid

Location: Colorado • Pennsylvania • United States

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Salary

💰 $22 - $33 per hour

About the role

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

Requirements

  • 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
Benefits
  • Best-in-class Benefits to eligible employees
  • Array of options, expert guidance and always-on tools, personalized to meet needs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Microsoft ExcelWorkforce Management toolsAspect’s eWFMAvaya CMSdata analysisreportingschedule compliancecall center metricsService LevelAHT
Soft Skills
attention to detailverbal communicationwritten communicationcollaborationmulti-taskingfocuscomposure in critical situations