Workforce Management Analyst
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.
Curious about how precise forecasting supports seamless customer service? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends and recommend staffing solutions to optimize contact center operations. Your expertise in workforce planning will drive efficiency and help deliver outstanding experience for our customers.
How You’ll Make an Impact
- Analyze call volume trends and prepare forecasts using Spectrum Workforce Management tools
- Develop and maintain staffing models to generate work schedules for contact centers
- Guide and manage indirect reporting relationships with Workforce Supervisors and Scheduling Administrators
- Determine workforce requirements by gathering data on contact center statistics, marketing campaigns and system events
- Coordinate with leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activities
- Manage forecast results by providing feedback and reporting to business partners to support accurate forecasting methodologies
- Align call demand with agent supply to achieve key performance objectives such as service level, utilization and budgeting
- Provide long-term forecasts to management and product owners to support future strategic initiatives
- Conduct workforce simulations and advise on the impact of business strategies within contact centers
Working Conditions
- Office environment supporting 24-hour service capability
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in statistics, business or related field or equivalent experience
Experience
- 2+ years’ experience with workforce management scheduling and forecasting software
- 2+ years experience in inbound contact center environments
Skills
- Ability to read, write, speak and understand English
- Knowledge of Microsoft Excel and Microsoft Access
- Ability to analyze and interpret data
- Clear oral and written communication skills
- Ability to communicate with all levels of management and company personnel
- Ability to manage multiple projects and tasks
- Ability to maintain confidentiality
- Ability to supervise and motivate others
- Decision-making and problem-solving skills under pressure
- Prioritization and organizational abilities
- Initiative and judgment to accomplish job duties
- Proficiency with personal computers and software applications such as word processing and spreadsheets
- Ability to work independently and collaboratively to resolve problems and handle requests or situations
- Knowledge of cable television products and services
- Knowledge of Aspect eWorkforce Management or similar applications such as IEX or Blue Pumpkin
- Familiarity with database applications including SQL, Oracle and Access
Preferred Qualifications
Proficiency in the Alvaria Forecaster module, specifically creating and managing Routing Sets, Forecasting Scenarios, and Staffing Scenarios.
Experience using Alvaria's automated wizards and machine learning algorithms to predict contact volumes, workload, and staffing requirements.
- Knowledge of how Alvaria WFM integrates with telephony systems (ACD) to pull real-time and historical data for accurate trend analysis
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: 13551 Business Unit: Sales and Marketing
Zip Code: 78251
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.