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.

Job Summary

As an Analyst 2 on Comcast’s Real Time Operations team, you’ll play a pivotal role in ensuring the smooth and efficient functioning of our call center environment. This position focuses on monitoring service levels, call queues, KPIs, and agent activity across internal teams and business partners. You’ll manage intraday performance by processing schedule adjustments, auditing scheduling options, and addressing automation fallout, all while maintaining accuracy and consistency. Your work will include preparing and analyzing reports on staffing, attendance, and overall business performance, as well as acting as a liaison with resource planning, forecasting, telecom, vendor management, and incident management teams.

This is a virtual role with a Tuesday–Saturday schedule (6:00 AM – 3:00 PM EST), offering a structured yet dynamic environment. You’ll begin with a comprehensive three-month training program featuring job shadowing, self-guided modules, and peer-to-peer virtual learning to set you up for success. Ideal candidates bring proficiency in MS Office tools, strong analytical skills, and the ability to thrive in a collaborative, close-knit team that values open communication and shared ideas. If you’re detail-oriented, adaptable, and ready to make an impact behind the scenes, this role offers the opportunity to contribute to operational excellence and customer satisfaction.

Job Description

Core Responsibilities

• Compiles and distributes and analyzes daily, weekly and monthly call center performance reports.
• Prepares and reviews analyses of all repair activities and other groups as needed. Responsible for the creation and ongoing management/maintenance of a database of all errors.
• Monitors headcount expense reductions and optimizes cost per call through forecast analysis and assists in vendor management expense.
• Forecasts for all business partners and find solutions for improving metrics, along with making recommendations on how to increase or improve productivity.
• Matches staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans, collaborating on OPA decisions/reporting and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives.
• Partners with Subject Matter Experts for consultation and recommendations on management of call routing.
• Reviews monthly location-based customer service productivity, quality performance goals, report and tracks performance against goals.
• 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.

This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

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.

Skills

Communication, Customer Experience (CX), Microsoft Excel, Net Promoter Score (NPS), Service Levels, Service Performance Management, Workforce Management (WFM)

Compensation

National Pay Range: $39,478.07 USD-$92,526.73 USD Illinois Pay Range: $41,945.45 USD - $81,423.52 USD Colorado Pay Range: $44,412.83 USD - $85,124.59 USD Hawaii Pay Range: $51,814.97 USD - $77,722.45 USD Washington DC Pay Range: $56,749.73 USD - $85,124.59 USD Maryland Pay Range: $46,880.21 USD - $85,124.59 USD Minnesota Pay Range: $44,412.83 USD - $77,722.45 USD New York Pay Range: $46,880.21 USD - $92,526.73 USD Washington Pay Range: $44,412.83 USD - $88,825.66 USD California Pay Range: $44,412.83 USD - $92,526.73 USD New Jersey Pay Range: $49,347.59 USD - $88,825.66 USD Vermont Pay Range: $46,880.21 USD - $74,021.38 USD Massachusetts Pay Range: $49,347.59 USD - $88,825.66 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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 to eligible employees. 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 summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's DegreeWhile 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

2-5 YearsComcast 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.