Manager, Workforce Management
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
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 our inclusive culture.
Seeking a strategic leader to drive workforce optimization and service excellence? At Spectrum, the Mgr, Workforce Management oversees the teams and processes that ensure our staffing aligns with operational needs, maximizing productivity and service levels through real-time monitoring and proactive scheduling. Your expertise will shape efficient workforce solutions, directly impacting Spectrum’s ability to deliver outstanding customer experiences
How You’ll Make an Impact
- Lead, develop and enhance the workforce management teams, systems and processes to support operational goals
- Analyze and validate long-term forecasts based on recent results, contact volume trends and productivity to ensure accurate staffing projections
- Adjust scheduling variables in workforce software to accommodate out-of-pattern days, such as holidays or outages, and update next-day forecasts to reflect current staffing requirements
- Collaborate with call center site leaders to facilitate new staff attainment, overtime and voluntary time off, optimizing service level and occupancy
- Monitor and manage intraday staffing across internal and outsourced centers to maintain balanced staff requirements and compliance with forecast agreements
- Provide guidance to internal and outsourced teams in real-time administration of overtime and voluntary time off activities
- Communicate staffing trends and events impacting availability, make real-time adjustments to forecasts and coordinate optimal intraday scheduling for meetings, training and coaching
- Assess call statistics, schedule adherence and communicate with teams to ensure efficient management of on-phone and off-phone activity throughout the day
- Interface with departments to resolve call routing or tool issues, facilitate staffing adjustments and ensure timely communication until resolution
- Analyze post-day activities, recommend action plans and monitor implementation to strengthen operational results
Working Conditions
- Office environment with 24-hour service capability
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in statistics, business or related field
Experience
- 6+ years of workforce management scheduling and forecasting
- 4+ years of inbound contact center experience
Skills
- Ability to read, write, speak and understand English
- Developed sense of urgency
- Ability to work independently and resolve problems collaboratively
- Strong data analysis and interpretation skills
- Clear and straightforward oral and written communication
- Ability to interact with all levels of management and company personnel
- Multi-tasking and project management abilities
- Confidentiality maintenance
- Indirect supervision and motivational capabilities
- Decision-making and problem-solving under pressure
- Prioritization and organizational skills
- Initiative and judgment to accomplish job duties
- Proficiency with personal computers and software applications
- Advanced knowledge of Microsoft Excel
- Working knowledge of Microsoft Access
- Understanding of cable television products and services
- Experience with Aspect eWorkforce Management or similar applications
Preferred Qualifications
Experience
- 2+ years of management or leadership experience
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.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
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 our inclusive culture.
FCC Unit: 13533 Business Unit: Customer Operations
Zip Code: 28273
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.