Lead Workforce Management: Forecasting & Staffing

Spectrum; Colony Acres (NC); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Spectrum is seeking a Workforce Management Lead to oversee forecasting aligned with long-term planning and staffing. You’ll drive occupancy and service levels through real-time analysis and strategic scheduling across call centers.

Collaborate with site leaders to balance staffing, monitor intraday results, and adjust forecasts after holidays or events. Four days in the office, one day remote in a hybrid arrangement.

Qualifications

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

Responsibilities

• Lead 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

Urgency & independence

Problem solving

Data analysis

Communication skills

Stakeholder management

Multi-project management

Team supervision

Decision making

Prioritization & organization

Education

Bachelor’s in business/finance

Tools

Aspect eWorkforce

Job description

Spectrum is seeking a Workforce Management Lead to oversee forecasting aligned with long-term planning and staffing. You’ll drive occupancy and service levels through real-time analysis and strategic scheduling across call centers.

Collaborate with site leaders to balance staffing, monitor intraday results, and adjust forecasts after holidays or events. Four days in the office, one day remote in a hybrid arrangement.