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.
Unlock the opportunity to lead a dynamic team at Spectrum, where you'll oversee the implementation of short-term forecasting aligned with long-term planning. If you thrive on maximizing occupancy and service levels through real-time analysis and strategic staffing management, this position empowers you to drive operational excellence and make a meaningful impact on our customer experience.

How You'll Make an Impact

• Lead, develop and enhance the people, systems and processes supporting workforce management
• Review, analyze and validate long-term forecasts for accuracy using recent results and productivity trends
• Control and adjust scheduling variables in workforce management software to ensure optimal staffing after holidays, special events or outages
• Collaborate with call center site leaders to maximize service levels and occupancy by managing staffing requirements and coordinating overtime and voluntary time off
• Monitor intraday staffing in internal and outsourced call centers to balance staff requirements and ensure compliance with forecast agreements
• Communicate with internal and external teams to identify trends impacting staffing availability and make real-time adjustments to forecasts
• Coordinate intraday scheduling of meetings, coaching sessions, training, and other off-phone activities for optimal efficiency

• Office environment (four days/one day remote)

• Bachelor's degree in business administration or finance and/or equivalent work experience.

• 2+ years workforce management scheduling and forecasting experience
• 2+ years inbound contact center experience
• Advanced Excel skills

• Strong sense of urgency and ability to work independently
• Ability to resolve problems and handle requests collaboratively
• Proficient in analyzing and interpreting data
• Effective oral and written communication skills
• Comfortable interacting with all levels of management and personnel
• Ability to manage multiple projects and tasks
• Skill in indirect supervision and motivating others
• Decision-making and problem-solving abilities under pressure
• Strong prioritization and organizational skills

• Advanced knowledge of Aspect eWorkforce Management of similar application
• 2+ years business, finance, operational experiene - strategic and business minded.