Data-Driven Forecasting & Scheduling Analyst

Charter Communications; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

Charter Communications is seeking a Workforce Management Analyst to analyze call volume trends, forecast staffing needs, and provide scheduling guidance for our contact centers. You will collaborate with multiple departments to ensure efficient operations and service excellence.

Your background includes 2+ years in workforce management and inbound contact center experience, plus strong Excel/Access skills and data analysis capabilities.

Qualifications

• Bachelor's degree or equivalent experience required.
• 2+ years of workforce management scheduling and forecasting software experience.
• 2+ years of inbound contact center experience.

Responsibilities

• Develop and maintain forecasting and scheduling models to generate staffing requirements and schedules for contact centers.
• Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators.
• Determine workforce requirements by analyzing contact center statistics, campaigns and events across yearly, monthly, daily and intra-day intervals.
• Coordinate collaboration with leadership across multiple functions to capture forecast and staff-impacting activities.
• Manage forecast results by providing feedback and reporting to business partners, refining forecasting methodologies.
• Align call demand with agent supply to achieve service level, utilization and budgeting targets.
• Deliver long-term forecasts to management and product owners, and run workforce simulations for strategic initiatives.

Skills

Forecasting

Data analysis

Communication

Excel

English proficiency

Problem solving

Team collaboration

Independent work

Education

Bachelor's degree in statistics, business or related field

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

SQL

Oracle

Access

Job description

Charter Communications is seeking a Workforce Management Analyst to analyze call volume trends, forecast staffing needs, and provide scheduling guidance for our contact centers. You will collaborate with multiple departments to ensure efficient operations and service excellence.

Your background includes 2+ years in workforce management and inbound contact center experience, plus strong Excel/Access skills and data analysis capabilities.