Full TimeCharlotte, North CarolinaPosted 10/19/2026Areas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 2026-85027CWF350
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Looking for a position where your analytical abilities drive operational success? As a Senior Workforce Management Analyst, you’ll align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules for enhanced productivity. Your contributions will directly shape customer satisfaction and operational efficiency at Spectrum.
How You’ll Make an Impact
Validate long-term forecasts for accuracy by analyzing recent trends in contact volume, productivity, and site-level staffing capabilities
Control and adjust workforce management software scheduling variables to accommodate out-of-pattern days and next-day forecasts, ensuring staffing matches requirements
Collaborate with call center site leaders to attain new staff through overtime and voluntary time off, optimizing service levels and occupancy
Monitor and manage intraday staffing in internal and outsourced centers, balancing staff requirements and ensuring compliance to forecast agreements
Guide and coordinate internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activities
Communicate with staffing teams to identify trends impacting staff availability, such as absenteeism and turnover, and make real-time adjustments to forecasts
Instruct and coordinate optimal scheduling of team meetings, supervisor coaching sessions, and training for efficient management of off-phone activity
Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively throughout the day
Interface with internal and external departments to resolve call routing or tool issue anomalies, ensuring timely escalation and communication until resolution
Analyze post-day activities, recommend action plans to strengthen results, and monitor implementation to achieve desired outcomes
What You’ll Bring to Spectrum
Required Qualifications
Education
Bachelor’s degree in statistics, business or related field
Experience
5+ years of workforce management scheduling and forecasting
4+ years of inbound contact center experienc
Skills
Acute sense of urgency
Ability to work independently and resolve problems collaboratively
Strong data analysis and interpretation skills
Clear oral and written communication abilities across all management levels
Capable of handling multiple projects and tasks while maintaining confidentiality
Indirect supervision and motivation skills
Effective decision-making and problem-solving under pressure
Advanced Microsoft Excel proficiency
Working knowledge of Microsoft Access
Knowledge of cable television products and services
Advanced proficiency with Aspect eWorkforce Management or similar applications
CWF350 2026-85027 CWF350 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.
