Workforce Traffic Manager
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.
Ready to drive service excellence and operational performance? At Spectrum, the Mgr, Workforce Traffic leads a team of Workforce Management Analysts, ensuring occupancy and service levels are maximized by real-time monitoring, precise forecasting and responsive staffing adjustments for our virtualized contact centers and vendors. Your leadership will directly impact our ability to deliver exceptional customer service.
How You’ll Make an Impact
- Lead, manage and develop a team of Workforce Management Analysts, establishing consistent workforce practices and accountability for performance results
- Analyze and validate contact and FTE forecasts to ensure accuracy, adapting to recent results and real-time trends in contact volume and average handle time
- Make timely manual and software-based adjustments to scheduling variables, including out-of-pattern days and next-day forecasts, to meet current staffing requirements
- Negotiate with sites for new staff attainment, overtime and voluntary time off, optimizing service levels and occupancy across internal and outsourced centers
- Guide and coordinate internal and outsourced teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
- Monitor call statistics and schedule adherence, instruct optimal scheduling of team meetings, training and coaching, and communicate with leadership regarding staffing issues and performance measures
- Develop detailed service level and occupancy analysis, escalate issues as needed and interface with departments to resolve call routing or tool anomalies
- Collaborate with analysts to assess post-day activities, recommend action plans and oversee implementation to strengthen results
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree or equivalent combination of education and business experience
Experience
- 2+ years prior leadership experience
- 5+ years prior workforce management scheduling and forecasting experience
Skills
- Ability to read, write, speak and understand English
- Effective prioritization, organization and multi-tasking abilities
- Problem-solving techniques and strong time management
- Judgment and initiative to accomplish job duties
- Professional and efficient response to customer inquiries
- Clear oral and written communication with all levels within the company
- Supervisory and motivational skills
- Confidentiality maintenance
- Knowledge of budgeting processes
- Proficiency in PCs, Microsoft Windows and intranet navigation
- Advanced Microsoft Office skills, including Word and Excel
- Expertise in scheduling and workforce management software such as Aspect eWorkforce Management, eTime payroll and Real Time Adherence Software
- Ability to analyze moderately complex databases
Preferred Qualifications
Experience
- 2+ years 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.