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Senior Manager, Business Process Effectiveness

Atlanta, GA, USA | Comcast

  • Industry:
    Media / Entertainment
  • Position Type:
  • Functions:
  • Experience:
    7-10 years
Job Description:
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This role will be responsible for the automation of reports and dashboards using but not limited to Tableau, Wave and Salesforce and providing timely and accurate analysis and quota setting for the Sales Operations team. The ideal candidate has an eye for detail, able to effectively communicate actionable insights; and partner and collaborate closely with many stakeholders at all levels of the organization. The candidate also has a high degree of initiative, ability to research date, well organized and strong problem solving and critical thinking skills.

Employees at all levels are expect 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 dobetter for our customers

- Drive results and growth

- Respect and promote inclusion and diversity

- Do what's right for each other, our customers, investors and our communities

Core Responsibilities:

- Forecast installation by channel, region and market to determine Technician quota and availability

- Develop reporting and conduct deep dive analyses on:

Digital Sales Order Entry (DSOE)

Order Booking and Installation

Past Pending Orders: completion, cancellation

Aging Order Buckets

Self-Installation Kits (SIK) opportunities, utilization and activations

Pro install opportunities, completions and flow through

Next/Same Day installation and utilization

Helpdesk workflow

Chats: handled, average wait time, abandoned

Agent Survey

Credit Activity (volume, $$, service levels) 

Vendor management

- Owns data validation and quality management of all Sales Operations reports

Required Qualifications:

- Expert knowledge of SQL and relational databases 

- Advanced knowledge in using Tableau and Teradata

- Expert in Microsoft products including PowerPoint and Excel

- Experience with statistical analysis processes & tools e.g. Python, R, SAS

- Business Acumen and Analytic Curiosity

Job Specification:

- Bachelors Degree or Equivalent

- Generally requires 8-11 years related experience

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