Contact Center Forecasting & Scheduling Analyst

Spectrum; Natural Bridge Junction (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends, develop forecasts, and generate staffing schedules for our contact centers. You will work with cross-functional teams to align demand with agent supply and support service level goals. Strong Excel/Access skills and experience with WFM tools are required.

Join a team that values data-driven decisions and continuous improvement, with opportunities to influence scheduling and operations across multiple sites.

Qualifications

• Ability to read, write, speak and understand English.
• Demonstrated knowledge of Microsoft Excel and Access.
• Experience with workforce management software and data analysis.
• Strong communication skills and ability to work with all management levels.
• Ability to handle multiple projects and maintain confidentiality.

Responsibilities

• Analyze call volume trends and forecast staffing needs.
• Develop and maintain forecasting and scheduling models for contact centers.
• Collaborate with cross-functional teams to capture forecast-impact activities.
• Align demand with agent supply to meet service level and budgeting goals.
• Provide long-term forecasts for strategic initiatives.
• Conduct workforce simulations to assess business strategy impact.

Skills

Excel

MS Access

Data analysis

Communication

Time management

Leadership

Confidentiality

Problem solving

Multitasking

Independent work

Education

Bachelor’s degree in statistics or business

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

SQL

Oracle

MS Access

Job description

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends, develop forecasts, and generate staffing schedules for our contact centers. You will work with cross-functional teams to align demand with agent supply and support service level goals. Strong Excel/Access skills and experience with WFM tools are required.

Join a team that values data-driven decisions and continuous improvement, with opportunities to influence scheduling and operations across multiple sites.