Full TimeStamford, ConnecticutPosted 07/18/2025Areas of interest: Operations Support, Research/AnalysisRequisition Number: 2025-58100CWF380
Have you used data to optimize labor scheduling and improve opperational efficiency in a retail store or call centerenvironment?
BE PART OF THE CONNECTION:
Spectrum is looking for a Workforce Management Analyst responsible for analyzing staffing trends, preparing forecasts, and providing hiring recommendations for Charter contact centers and retail stores.
This role is On-site, Stamford 4 days. 1 Day Hybrid.
HOW YOU CAN MAKE A DIFFERENCE:
Actively and consistently support all efforts to simplify and enhance the customer experience
Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast staffing needs, create staffing requirements and generate hiring schedules for contact centers and Stores.
Guide and manage indirect reporting relationships with a local leadership
Determine yearly, monthly, daily workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with sales team leadership, marketing, technical operations, human resources, finance, information technology and others to capture forecast and staff impacting activities.
Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
Align staffing demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
Provide long-term forecasts to management and product owners in support of future strategic initiatives.
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers and Stores.
Perform other duties as requested by supervisor.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated knowledge of Microsoft Excel
Demonstrated knowledge of Microsoft Access
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality Ability to supervise and motivate others
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)
Knowledge of database applications (SQL, Oracle, Access, etc.)
Required Education
Bachelor´s degree in statistics, business, related field, or equivalent experience
Required Related Work Experience and Number of Years
Workforce management scheduling and forecasting software - 2
Inbound contact center experience or retail experience- 2
Working Conditions
Office environment with 24-hour service capability
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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.
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