Lead Workforce Management - Hybrid (4 in-office/1 remote)

Charter Communications; Charlotte (NC); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Charter Communications is seeking a proactive Workforce Management professional to lead forecasting and staffing in a hybrid work environment in the Charlotte region. You will optimize staffing, analyze results, and partner with call center leaders to improve service levels and occupancy.

The role emphasizes hands-on WFM expertise, data analysis, and cross-functional collaboration to drive operational excellence and a superior customer experience.

Qualifications

• Bachelor's degree in business, finance or related field, or equivalent work experience.
• Strong Excel and data analysis skills are required.
• Ability to manage multiple priorities and work with cross-functional teams.

Responsibilities

• Lead and optimize workforce management systems and processes.
• Review and validate long-term forecasts using recent results and trends.
• Adjust scheduling variables in WFM software to balance staffing after events or outages.
• Collaborate with call center leaders to maximize service levels and occupancy.
• Monitor intraday staffing to ensure forecast adherence across sites.
• Communicate trends to internal/external teams and adjust forecasts in real time.
• Coordinate intraday scheduling of meetings, coaching, and off-phone activities.

Skills

Advanced Excel

Data analysis

Communication

Multitasking

Time management

Stakeholder management

Education

Bachelor's degree in business administration or finance

Tools

Aspect eWorkforce Management

Job description

Charter Communications is seeking a proactive Workforce Management professional to lead forecasting and staffing in a hybrid work environment in the Charlotte region. You will optimize staffing, analyze results, and partner with call center leaders to improve service levels and occupancy.

The role emphasizes hands-on WFM expertise, data analysis, and cross-functional collaboration to drive operational excellence and a superior customer experience.