Analyst 2, Forecasting & Analysis

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $39.5k - $92.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

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NBCUniversal

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

📱 Media

Media • Entertainment

NBCUniversal is a leading global media and entertainment company known for creating and distributing content across a variety of platforms. With over 100 years of experience, it is a part of Comcast and encompasses brands like Peacock, NBC Sports, and many others to educate, entertain, and empower audiences around the world. The company is involved in television broadcasting, film production, and theme parks, and is also recognized for its initiatives in technology and corporate social responsibility. NBCUniversal is committed to innovation and social impact, making it a vibrant workplace for media and tech professionals.

📋 Description

• Compiling and analyzing call center performance reports on a daily, weekly, and monthly basis to guide strategic decisions • Preparing and reviewing analyses of billing processes and Specialty Queues activities to optimize financial outcomes • Creating and managing a comprehensive database of all errors, facilitating continuous process improvement • Monitoring headcount expenses and optimizing cost per call through detailed forecast analysis and vendor management • Forecasting performance for business partners and recommending strategies to enhance productivity metrics • Aligning staffing with workload patterns, planning schedules, and collaborating on staffing plans to meet service level objectives • Consulting with Subject Matter Experts to manage call routing effectively and optimize customer service • Reviewing and tracking monthly customer service productivity, quality, and sales goals to ensure target achievement • Enforcing schedule adherence among customer service teams and advising management on necessary schedule adjustments • Regular, consistent and punctual attendance • Must be able to work nights and weekends, variable schedule(s) as necessary.

🎯 Requirements

• Candidates must have experience with CMS and Aspect (also known as Alvaria, WFO, or eWFM). • Candidates must have advanced proficiency in Microsoft Excel. • Knowledge and experience in SQL and Power Platforms are preferred. • Bachelor's degree is preferred; consideration for extensive related professional experience is available. • Relevant work experience of 2-5 years is required.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Bonuses • Expert guidance and support for personal needs