Intraday Workforce Manager: Forecasting & Scheduling

Charter Communications; Charlotte (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

Charter Communications is seeking a Workforce Management professional based in Charlotte, NC to optimize staffing, forecast contact volumes and AHT in real time to meet service level goals. The role involves intraday adjustments, OT/VTO management, and coordination with internal and outsourced WFM teams.

The ideal candidate has 2+ years in workforce management, strong forecasting skills, and experience with eWFM. This position supports the Spectrum brand and a 24-hour service capability.

Qualifications

• Bachelor's degree in statistics, business, related field or equivalent experience.
• Workforce management scheduling and forecasting software – 2+ years.
• Inbound contact center experience – 2+ years.

Responsibilities

• Maximize occupancy and service level through real-time and intraday monitoring of contact volumes and AHT.
• Forecast and staff to requirements; adjust staffing, OT and VTO as needed.
• Negotiate with sites for new staff attainment to maximize service levels.
• Coordinate intraday scheduling and shrinkage activities with WFM teams.

Skills

WFM scheduling

Forecasting accuracy

Staffing optimization

Intraday scheduling

AHT management

Education

Bachelor's degree or equivalent experience

Tools

eWFM

Job description

Charter Communications is seeking a Workforce Management professional based in Charlotte, NC to optimize staffing, forecast contact volumes and AHT in real time to meet service level goals. The role involves intraday adjustments, OT/VTO management, and coordination with internal and outsourced WFM teams.

The ideal candidate has 2+ years in workforce management, strong forecasting skills, and experience with eWFM. This position supports the Spectrum brand and a 24-hour service capability.