JOB SUMMARY

The National Resource Optimization Center (NROC) serves as a liaison and point of contact for internal stakeholders and external business relationships and plays a key support role in real time event management for our contact centers and customers. The team focuses on communication, escalation, and mitigation support for incident management related to Comcast tools and products, performance management, change management, eIVR (Enhanced Interactive Voice Response) monitoring, and call routing investigation.This role is expected to deliver command and control of incident management for the Care organization and advocate for the customer experience as well as influence others to take action by working directly with the division ROC teams, Reliability Engineering, and other stakeholders to drive positive results. A significant portion of the NROC team’s time is spent documenting and communicating incident events and contact center performance to all levels of management. Members of the team provide a critical communication link between the division ROCs, contact centers management teams, and Reliability Engineering team, and must be able to provide real-time and post-mortem event analysis, root cause diagnostics, and timely communication for each event.Mathematical and analytical skill sets are needed to monitor intra-day staffing, AHT, and call volume delivery in order to provide effective recommendations to balance service level goals and business requirements. The role monitors both internal and external events for their impact to business and maintains communication across departments to acquire and communicate details that influence service level performance, average speed of answer, call volume delivery, AHT or adherence against schedules. JOB DESCRIPTION

CORE RESPONSIBILITIES:

INCIDENT MANAGEMENT

• Monitor upcoming scheduled events including maintenance, channel changes, marketing promotions, and other known call drivers; facilitates conference calls between customer care and other departments when events drive call delivery outside of forecast.
• Monitor non-scheduled events such as weather and service interruptions to communicate and partner with division ROC teams and business partners to determine and deploy corrective plan.
• Maintain command and control within the care organization for national incident management events and coordinates with the appropriate stakeholders on mitigation efforts.

COMMUNICATIONS MANAGEMENT

• Demonstrate proficient verbal and written communication skills.
• Provide active and timely responses to inquiries via email, MS Teams, Slack, phone, and chat.
• Monitor multiple system applications in order to escalate and mitigate trend anomalies and outliers.
• Escalate real time performance inquiries to division ROC teams for any performance challenges.
• Compile and distribute “as needed” requests of various KPI metrics to key stakeholders within the organization.
• Compile and distribute end-of-day reporting of various KPI metrics, event summary, analysis and post-mortems to key stakeholders within the organization.
• Act as an escalation contact for any technology or facility issues affecting multiple call center operations and facilitate and communicate a corrective plan.

PERFORMANCE MANAGEMENT

• Monitor real-time customer care performance across the Comcast internal contact centers, business partners and National programs including service levels, call and chat volume trends, average speed of answer, schedule adherence, occupancy, AHT, and ACW against thresholds defined for the Comcast divisions, business partners and national programs.
• Make sound recommendations based on call delivery analysis to the call center management teams on staffing levels to balance service objectives and cost.  Continually analyzes business performance to create recommendations which drive call center productivity while balancing service levels and costs.
• Enforces schedule compliance and adherence and advises management of schedule changes.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

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.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

REQUIREMENTS:

• Must have proficient computer skills; excellent knowledge and use of Excel spreadsheets, Word processing software, desktop application navigation, and social media (Facebook, Twitter, Instagram, etc) platforms.
• Must have analytical and troubleshooting expertise with strong technical documentation, problem solving, and analytical skills.
• Excellent listening, probing, negotiation, and de-escalation skills are needed.
• A proven ability to work well in a high pressure & goal driven environment with a keen sense of urgency.
• Exceptional verbal and written communication skills.
• Broad knowledge of inbound contact center environment is desirable. Contact center operations experience with demonstrated understanding of real-time Workforce Management (WFM) analysis in a multi-site, multi-skill environment is ideal.
• Avaya CMS experience or equivalent system utilizing multi-skill settings is desired with a strong understanding of skill management required. Knowledge of basic telecom call routing, VDNs (Vector Directory Number), and ACDs (Automatic Call Distributors) is a plus.
• Demonstrated working knowledge of eWFM (eWorkforce Management) tools such as Verint, Aspect, IEX, and Blue Pumpkin.
• Cable/Internet/Telecom experience desirable.
• MUST BE ABLE TO WORK VARIOUS SHIFTS, OVERTIME AND HOLIDAYS IN A 24×7 OPERATING ENVIRONMENT.  ABILITY TO PROVIDE ON-CALL SUPPORT. REGULAR, CONSISTENT AND PUNCTUAL ATTENDANCE.

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.

COMCAST IS AN EOE/VETERANS/DISABLED/LGBT EMPLOYER.

EDUCATION

Bachelor's Degree

RELEVANT WORK EXPERIENCE

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. 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 compensation and benefits summaryon our careers site for more details.