Contact Center Workforce Planner & Forecasting Analyst

Spectrum; Louisville (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

Spectrum is seeking a Workforce Management Analyst to analyze call volumes, forecast demand, and provide scheduling recommendations for Charter contact centers. The role requires building forecasting models, coordinating with supervisors, and aligning staffing with service level goals.

Candidates should have a Bachelor’s degree and at least two years of workforce management experience in a call center environment, with strong Excel/Access skills and knowledge of WFM tools such as IEX or Blue

Qualifications

• Bachelor's degree in statistics, business, related field or equivalent experience.
• 2 years of workforce management scheduling and forecasting software experience.
• 2 years inbound contact center experience.

Responsibilities

• Analyze call volume trends and prepare forecasts for contact centers.
• Develop and maintain forecasting and scheduling models using WFM tools.
• Provide scheduling recommendations and align demand with agent supply.
• Collaborate with leadership across departments to capture forecast-impacting activities.
• Provide long-term forecasts for strategic initiatives.
• Conduct workforce simulations and report results.

Skills

English proficiency

Excel

Access

Data analysis

Communication

Multitasking

Confidentiality

Supervise others

Problem solving under pressure

Organization

MS Office

SQL

Oracle

IEX/Blue Pumpkin

Education

Bachelor's degree in statistics, business, related field

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

SQL

Oracle

Access

Job description

Spectrum is seeking a Workforce Management Analyst to analyze call volumes, forecast demand, and provide scheduling recommendations for Charter contact centers. The role requires building forecasting models, coordinating with supervisors, and aligning staffing with service level goals.

Candidates should have a Bachelor’s degree and at least two years of workforce management experience in a call center environment, with strong Excel/Access skills and knowledge of WFM tools such as IEX or Blue