Manager, Workforce Management (Admin Team)

Charter Communications; Charlotte (NC); Hybride; USD 85 000 - 115 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Advanced Excel

Data analysis

Communication

Multitasking

Time management

Stakeholder management

Formation

Bachelor's degree in business administration or finance

Outils

Aspect eWorkforce Management

Description du poste

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Unlock the opportunity to lead a dynamic team at Spectrum, where you'll oversee the implementation of short-term forecasting aligned with long-term planning. If you thrive on maximizing occupancy and service levels through real-time analysis and strategic staffing management, this position empowers you to drive operational excellence and make a meaningful impact on our customer experience.

How You'll Make an Impact

• 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

Working Conditions

• Office environment (four days/one day remote)

What You'll Bring to Spectrum

Required Qualifications

Education

• Bachelor's degree in business administration or finance and/or equivalent work experience.

Experience

• 2+ years workforce management scheduling and forecasting experience


• 2+ years inbound contact center experience


• Advanced Excel skills

Skills

• Strong sense of urgency and ability to work independently


• Ability to resolve problems and handle requests collaboratively


• Proficient in analyzing and interpreting data


• Effective oral and written communication skills


• Comfortable interacting with all levels of management and personnel


• Ability to manage multiple projects and tasks


• Skill in indirect supervision and motivating others


• Decision-making and problem-solving abilities under pressure


• Strong prioritization and organizational skills

Preferred Qualifications

Skills

• Advanced knowledge of Aspect eWorkforce Management of similar application


• 2+ years business, finance, operational experiene - strategic and business minded.

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here

We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.