This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.
- 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 call volume, create staffing requirements and generate work schedules for contact centers.
- Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
- Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
- Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners 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 call 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.
- 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 - 2
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CWF380 2026-86334 CWF380 2026
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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: Spectrum is a suite of advanced communications services offered by Charter Communications, Inc. (NASDAQ: CHTR), the leading internet and video provider in the nation and the fastest growing mobile company in our footprint, with services available to more than 70 million homes and businesses across 45 states. Supported by our 100% U.S.-based employees,* we are America's Internet Company®.
*At close of the Cox acquisition, Spectrum announced that over the next 18 months, it will fully return legacy Cox's customer service function to the U.S.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
