Full TimeCharlotte, North CarolinaPosted 10/19/2026Areas of interest: Customer Operations, LeadershipRequisition Number: 2026-85023CWF520
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Unlock the opportunity to lead a dynamic team at Spectrum, where you’ll oversee the implementation of short-term forecasting aligned with long-term planning. If you thrive on maximizing occupancy and service levels through real-time analysis and strategic staffing management, this position empowers you to drive operational excellence and make a meaningful impact on our customer experience.
How You’ll Make an Impact
Lead, develop and enhance the people, systems and processes supporting workforce management
Review, analyze and validate long-term forecasts for accuracy using recent results and productivity trends
Control and adjust scheduling variables in workforce management software to ensure optimal staffing after holidays, special events or outages
Collaborate with call center site leaders to maximize service levels and occupancy by managing staffing requirements and coordinating overtime and voluntary time off
Monitor intraday staffing in internal and outsourced call centers to balance staff requirements and ensure compliance with forecast agreements
Communicate with internal and external teams to identify trends impacting staffing availability and make real-time adjustments to forecasts
Coordinate intraday scheduling of meetings, coaching sessions, training, and other off-phone activities for optimal efficiency
Working Conditions
Office environment (four days/one day remote)
What You’ll Bring to Spectrum
Required Qualifications
Education
Bachelor’s degree in business administration or finance and/or equivalent work experience.
Experience
2+ years workforce management scheduling and forecasting experience
2+ years inbound contact center experience
Advanced Excel skills
Skills
Strong sense of urgency and ability to work independently
Ability to resolve problems and handle requests collaboratively
Proficient in analyzing and interpreting data
Effective oral and written communication skills
Comfortable interacting with all levels of management and personnel
Ability to manage multiple projects and tasks
Skill in indirect supervision and motivating others
Decision-making and problem-solving abilities under pressure
Strong prioritization and organizational skills
Preferred Qualifications
Skills
Advanced knowledge of Aspect eWorkforce Management of similar application
2+ years business, finance, operational experiene - strategic and business minded.
CWF520 2026-85023 CWF520 2026
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about Life at Spectrum.
