Manager, Workforce Management (Forecasting and Scheduling)

Spectrum; Louisville (KY); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Benefits package

Career growth opportunities

Job summary

Spectrum, a Charter Communications company, seeks a Manager of Workforce Management to oversee forecasting, scheduling, and real-time monitoring to optimize occupancy and service levels across call centers.

You will collaborate with site leaders, adjust staffing using WFM software, manage overtime and voluntary time off, and provide intraday service level analyses. This role requires a Bachelor's degree and 6+ years in WFM with inbound contact centers; Spectrum is an Equal Opportunity Employer.

Qualifications

• Bachelor's degree in statistics, business, or related field, or equivalent combination of education and experience.
• Workforce management scheduling and forecasting - 6+ years.
• Inbound contact center experience - 4+ years.

Responsibilities

• Oversee forecasting and scheduling to maximize occupancy and service levels.
• Monitor intraday staffing across internal and outsourced centers.
• Coordinate with site leaders to optimize staffing and OT/VTO.
• Provide real-time adjustments to staffing forecasts.

Skills

Excel

Data analysis

Communication

Problem solving

Forecasting

Scheduling

Team leadership

Education

Bachelor's degree in statistics, business, or related field

Tools

Aspect eWorkforce Management

Job description

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

The Mgr, Workforce Management oversees the processes responsible for implementing short term forecast that aligns with long term plans, maximizing occupancy and service level through real-time and intraday monitoring and analysis of call volumes and productivity, management of staffing to requirements, adjustments to staff requirements, maintain staffing line adherence, and coordination of schedules.

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Manage, develop, and improve the people, systems, and processes that support Work Force Management (WFM).

Review, analyze, and assess the long term forecast validate for accuracy based on recent results, trends in contact volume, and productivity, as well as site level staffing attainment capabilities.

Control scheduling variables in workforce management software to account for out-of-pattern days, including days after holidays, PPV events, or outages.

Adjust workforce software scheduling variables to accommodate next day forecasts to reflect the current view of staffing requirements. Enter updates to adjust staffing needs as required.

Collaborate with call center site leaders for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.

Monitor and manage intraday staffing in internal and outsourced call centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.

Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.

Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.

Make real time adjustments to staffing forecasts to provide the most accurate and up-to-date view of staffing forecast to requirements.

Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.

Monitor real time call statistics schedule adherence and communicate with internal and outsource Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day

Develop and communicate intraday service level and occupancy analysis to highlight events.

Interface with internal and external departments when call routing or tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated, and communication paths remain open until resolution is obtained.

Analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.

Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English


• Developed sense of urgency


• Ability to work independently


• Ability to work with others to resolve problems, handle requests or situations


• Ability to analyze and interpret data


• Ability to communicate orally and in writing in a clear and straightforward manner


• Ability to communicate with all levels of management and company personnel


• Ability to handle multiple projects and tasks


• Ability to maintain confidentiality


• Ability to indirectly supervise and motivate others


• Ability to make decisions and solve problems while working under pressure


• Ability to prioritize and organize effectively


• Ability to show judgment and initiative and to accomplish job duties


• Ability to use personal computer and software applications


• Demonstrated knowledge of Microsoft Excel


• Working knowledge of Microsoft Access


• Knowledge of cable television products and services


• Demonstrated knowledge of Aspect eWorkforce Management or similar application

Required Education

Bachelor's degree in statistics, business, or related field or equivalent combination of education and experience

Required Related Work Experience and Number of Years

• Workforce management scheduling and forecasting - 6+


• Inbound contact center experience - 4+

PREFERRED QUALIFICATIONS

Preferred Related Work Experience and Number of Years

• Management or leadership experience - 2+

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.

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.