Head of Real-Time Workforce Traffic

Spectrum; Charlotte (NC); On-site; USD 100,000 - 140,000; Full time

Job summary

Spectrum in Charlotte seeks a Sr Mgr, Workforce Traffic to lead the Traffic teams across Charlotte and manage real-time and intraday staffing, forecasting, and service levels. You will coordinate with site operations, vendors, and internal groups to optimize occupancy and AHT.

The role requires strong WFM experience, proficiency with eWFM or IEX, and the ability to develop skilling plans, intraday triggers, and performance improvements.

Qualifications

• Bachelor's degree or equivalent work experience.
• 6+ years of Workforce Management experience in a management capacity.
• 7+ years of Customer Care and/or Call Center experience.
• 3+ years of Management Experience.
• Experience with WFM tools like eWFM or IEX.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Execute the forecasted plan with precision.
• WFM Liaison with internal & external site operations, providing day-of and 7 days out planning.
• Manages & contributes to routing and skilling strategies for the organization.
• Shrinkage, overtime, and VTO planning and analytics.
• Reforecasting throughout the day to adjust staff to trends.
• Communicate to all levels of the Customer Care organization about impacts to volume, staffing, or productivity.
• Provide post day analysis to identify opportunities and implement improvements rapidly.
• Develop relationships with other departments to gain volume and staffing impacts.
• Establish intraday management triggers for rapid performance improvements.
• Partner with Telecom to enhance call routing effectiveness and accuracy.
• Coordinate multi-skill training and plan all training for the Customer Service Organization.
• Deploy and manage WFM technologies.
• Implement policy and process enhancements for productivity and satisfaction.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Analytical abilities

Excel skills

Communication

English proficiency

Education

Bachelor's degree or equivalent

Tools

eWFM

IEX

Crystal Reports

SQL

Job description

Spectrum in Charlotte seeks a Sr Mgr, Workforce Traffic to lead the Traffic teams across Charlotte and manage real-time and intraday staffing, forecasting, and service levels. You will coordinate with site operations, vendors, and internal groups to optimize occupancy and AHT.

The role requires strong WFM experience, proficiency with eWFM or IEX, and the ability to develop skilling plans, intraday triggers, and performance improvements.