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 role where your leadership shapes operational efficiency and service excellence? As Mgr, Workforce Management at Spectrum, you will oversee teams and processes that ensure staffing aligns with both short-term and long-term goals, maximizing productivity and service levels through real-time monitoring and proactive scheduling. Your decisions will directly influence Spectrum’s commitment to delivering outstanding customer experiences.
How You’ll Make an Impact
- Lead, develop and enhance workforce management teams, systems and processes to support operational objectives
- Analyze and validate long-term forecasts for accuracy, considering recent results, contact volume trends and productivity to ensure precise staffing projections
- Adjust scheduling variables in workforce management software for out-of-pattern days and update next-day forecasts to meet current staffing needs
- Collaborate with call center site leaders to facilitate new staff attainment, overtime and voluntary time off, optimizing service levels 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 administering real-time overtime and voluntary time off activities, and communicate staffing trends impacting availability
- Make real-time adjustments to staffing forecasts, coordinate intraday scheduling for meetings and training, and ensure efficient management of on-phone and off-phone activity throughout the day
- Develop and communicate service level and occupancy analysis, escalate issues as needed and interface with departments to resolve anomalies in call routing or tools
- Assess 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 experience
- 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 collaboratively to resolve problems
- Strong data analysis and interpretation skills
- Clear oral and written communication with all levels of management and personnel
- Ability to handle multiple projects and maintain confidentiality
- Indirect supervision and motivational abilities
- Decision-making and problem-solving under pressure
- Effective prioritization and organizational skills
- Initiative and judgment to accomplish job duties
- Proficiency with personal computers and software applications
- Demonstrated 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: 13536 Business Unit: Customer Operations
Zip Code: 40223
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.