Sr. Manager, Workforce Optimization

Service Levels, Workforce Management (WFM), Workforce Optimization

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.

(if applicable)

7-10 Years

Comcast 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.

Primary Location Pay Range: $97,816.22 - $146,724.32

This job can be performed in Illinois with a Pay Range of $88,923.83 - $146,724.32

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 Senior Manager of Workforce Management leads enterprise-level workforce and call routing strategy across a multi-site environment to optimize service delivery, service assurance, and operational performance. This role blends strategic thinking with hands-on leadership, using advanced analytics, complex modeling, and cross-functional partnership to anticipate demand, balance workloads, and continuously improve service outcomes. The Senior Manager serves as a trusted advisor, thought leader, and people manager with a direct impact on business results.

Own and lead the Workforce Management (WFM) strategy, platform, and execution, including forecasting, scheduling, capacity planning, real-time monitoring, and performance reporting across contact center operations.

Manage and develop high-performing WFM teams responsible for forecasting accuracy, schedule optimization, queue management, and off-phone activity governance.

Build and maintain advanced workforce models that anticipate demand, account for seasonality, growth, and special events, and support optimization of service levels, staffing, and costs.

Monitor real-time performance, proactively identify service level risks, understand the why, and leads escalation and recovery strategies when thresholds are at risk or missed.