Full TimeTown and Country, MissouriPosted 10/29/2026Areas of interest: Field Operations, Business Analysis, Business IntelligenceRequisition Number: 2026-86354CWF360
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Curious about how real-time analysis and strategic staffing decisions can shape an exceptional customer experience? As a Traffic Workforce Analyst at Spectrum, you will monitor, assess and optimize contact center operations to ensure service levels remain high and staffing is aligned to customer demand. Your keen analytical skills and coordination will directly influence the efficiency and impact of our customer support teams.
How You’ll Make an Impact
Review and analyze Forecasting and Staffing Analysts’ projections to ensure accuracy based on trends and staffing levels
Update intraday contact volume and handle time metrics across call types and centers using real-time data
Adjust staffing forecasts in eWFM for out-of-pattern days and next-day requirements, ensuring the most accurate view of needs
Negotiate and coordinate staffing adjustments, including overtime and voluntary time off, with internal and outsourced teams to meet service goals
Provide guidance to Workforce Management teams on real-time activities and communicate trends impacting staffing availability
Instruct and coordinate scheduling of meetings, coaching and training to optimize intraday operations
Develop and share detailed analyses when service or occupancy goals are missed, escalate issues and collaborate with cross-functional teams for timely resolution
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 a related field, or equivalent experience
Experience
2+ years of experience with workforce management scheduling and forecasting software
2+ years of inbound contact center experience
Skills
Ability to read, write, speak and understand English
Working knowledge of statistical analysis techniques such as multivariate regression analysis and seasonality techniques
Demonstrated sense of urgency
Intermediate knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Ability to analyze and interpret data
Clear and effective oral and written communication skills
Ability to communicate with all levels of management and personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to indirectly supervise and motivate others
Strong decision-making and problem-solving skills under pressure
Effective prioritization and organizational abilities
Initiative and sound judgment in completing job duties
Proficiency in personal computer and software applications such as word processing and spreadsheets
Ability to work independently and collaboratively to resolve problems
Knowledge of cable television products and services
Familiarity with Aspect eWorkforce Management or similar applications
CWF360 2026-86354 CWF360 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.
FCC Unit: 13526Business Unit: Field OperationsZip Code: 63017
