Job Summary
Responsible for leading and overseeing all aspects of Business Operations and Workforce Management across multiple functional areas, including financial planning, forecasting, reporting, and operational performance. Provides strategic direction and ensures compliance with internal controls while leveraging benchmarking tools and financial models to drive business insights and recommendations. Oversees diverse business units such as payment centers, warehouses, payroll, and internal and outsourced contact centers. Develops and implements workforce management strategies, including contact forecasting, FTE modeling, scheduling, adherence tracking, and self-invoicing systems. Guides site strategy and call routing to optimize gross margin and operational efficiency. Plays a key role in shaping and executing organizational strategy by aligning business objectives with long-term goals. Provides leadership to multiple professional teams, ensuring the availability of resources and training to meet financial and operational targets. Influences and integrates strategy across complex and dynamic business environments.Job Description
Core Responsibilities:
Strategic Leadership & Organizational Management
- Implements the strategic goals and objectives of the organization.
- Provides leadership and direction to Business Operations staff, setting goals, performance criteria, and departmental standards.
- Builds relationships and collaborates with cross-functional leaders to drive integrated business strategies.
- Ensures the organization and its services are consistently presented positively to stakeholders.
- Exercises independent judgment and discretion in matters of significance.
Financial Oversight & Budgeting
- Manages accounting procedures, financial systems, internal controls, and capital projects.
- Develops, maintains, and revises the company budget; recommends annual budgets for Board approval.
- Prudently manages resources within budget guidelines and in compliance with laws and regulations.
- Provides financial modeling and analysis to support budgeting, forecasting, and profitability improvements.
- Oversees general accounting, financial reporting, A/P, A/R, cash management, and contract compliance.
Operational Excellence & Process Improvement
- Develops and implements business processes to prevent fraud, revenue loss, and poor record-keeping.
- Evaluates actual performance against expectations and initiates improvements.
- Measures and analyzes performance metrics to enhance profitability and operational efficiency.
Workforce & Contact Center Management
- Leads workforce management for internal and outsourced contact centers, including forecasting, scheduling, and adherence.
- Develops and implements contact forecast and FTE models; manages agent scheduling and line adherence processes.
- Coordinates site strategy and call routing to optimize gross margin.
- Communicates regularly with divisions on forecasts, staffing, performance metrics, and system issues.
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.
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 proud to be 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.
Skills:
Forecasting; Operational Efficiency; Operational Excellence; Workforce Management (WFM); Budgeting; Profitability
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.
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.
Relevant Work Experience
10 Years +