Hybrid Workforce Management Lead - Forecasting & Scheduling

Spectrum; Charlotte (NC); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Spectrum is seeking a Workforce Management Lead to drive short- and long-term forecasting aligned with planning objectives. You’ll optimize occupancy and service levels through real-time analysis and strategic staffing decisions in a dynamic call center environment.

Collaborate with site leaders to balance staffing, overtime, and intraday adjustments, while ensuring forecast accuracy and efficient scheduling across multiple centers.

Qualifications

• Bachelor’s degree in business administration or finance or equivalent work experience.
• 2+ years workforce management scheduling and forecasting experience
• 2+ years inbound contact center experience
• Advanced Excel skills

Responsibilities

• Lead, develop and enhance the people, systems and processes supporting workforce management.
• Review, analyze and validate long-term forecasts for accuracy using recent results and productivity trends.
• Control and adjust scheduling variables in workforce management software to ensure optimal staffing after holidays, special events or outages.
• Collaborate with call center site leaders to maximize service levels and occupancy by managing staffing requirements and coordinating overtime and voluntary time off.
• Monitor intraday staffing in internal and outsourced call centers to balance staff requirements and ensure compliance with forecast agreements.
• Communicate with internal and external teams to identify trends impacting staffing availability and make real-time adjustments to forecasts.
• Coordinate intraday scheduling of meetings, coaching sessions, training, and other off-phone activities for optimal efficiency.

Skills

Workforce management

Forecasting

Advanced Excel

Data analysis

Communication

Staffing

Project management

Education

Bachelor’s degree in business administration or finance

Tools

Aspect eWorkforce

Job description

Spectrum is seeking a Workforce Management Lead to drive short- and long-term forecasting aligned with planning objectives. You’ll optimize occupancy and service levels through real-time analysis and strategic staffing decisions in a dynamic call center environment.

Collaborate with site leaders to balance staffing, overtime, and intraday adjustments, while ensuring forecast accuracy and efficient scheduling across multiple centers.