Senior 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.
Looking for a role where your analytical expertise directly shapes customer satisfaction and operational efficiency? As a Senior Workforce Management Analyst at Spectrum, you will optimize staffing and scheduling to ensure our contact centers deliver outstanding service. Your contributions will drive measurable improvements in service levels and productivity across our organization.
How You’ll Make an Impact
- Assess and validate long-term forecast accuracy by analyzing recent results, trends in contact volume and productivity, and site staffing capabilities
- Adjust workforce management software to account for out-of-pattern days and next-day forecasts, ensuring alignment with real-time staffing requirements
- Collaborate with call center site leaders to maximize service levels and occupancy through effective overtime and voluntary time off strategies
- Monitor and manage intraday staffing across internal and outsourced centers, balancing staff requirements and ensuring compliance with forecast agreements
- Guide internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activities
- Communicate with local staffing teams to identify trends impacting staffing availability, including absenteeism and turnover
- Analyze post-day activities, recommend action plans to improve results, and monitor implementation for continuous improvement
Working Conditions
- Office environment supporting a 24-hour service operation
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in statistics, business, or a related field
Experience
- 5+ years’ workforce management scheduling and forecasting experience
- 4+ years of inbound contact center experience
Skills
- Ability to read, write, speak and understand English
- Strong sense of urgency
- Ability to work independently and collaboratively
- Proficiency in analyzing and interpreting data
- Clear and effective oral and written communication skills
- Ability to engage with all levels of management and personnel
- Capacity to handle multiple projects and tasks
- Commitment to maintaining confidentiality
- Ability to indirectly supervise and motivate others
- Sound decision-making skills under pressure
- Effective prioritization and organizational abilities
- Initiative and judgment to accomplish job duties
- Advanced proficiency in Microsoft Excel
- Working knowledge of Microsoft Access
- Familiarity with cable television products and services
- Advanced knowledge of Aspect eWorkforce Management or similar application
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: 13550 Business Unit: Sales and Marketing
Zip Code: 29170
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.