Real-Time Traffic WFM Analyst

Charter Communications; Charlotte (NC); On-site; USD 80,000 - 120,000; Full time

Job summary

Spectrum invites applications for a Traffic Workforce Analyst to maximize occupancy and service levels through real-time and intraday analysis across decentralized and virtualized contact centers. You will manage responsive staffing and coordinate across teams to support reliable customer service.

You will review forecasts, adjust schedules for holidays or outages, and negotiate staffing with sites to optimize performance.

Qualifications

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

Responsibilities

• Review and assess contact and FTE forecasts for accuracy based on results, volume trends and site staffing attainment.
• Update intraday contact volume and average handle time for all call types and centers; adjust forecasts to reflect real-time trends.
• Make manual and software-based adjustments for holidays or outages to align with operational requirements.
• Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels.
• Monitor intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and forecast compliance.
• Coordinate teams in administering real-time overtime and voluntary time off; communicate staffing trends.
• Make real-time staffing forecast adjustments including shrinkage; instruct scheduling of meetings, training, and coaching.
• Analyze and communicate service level and occupancy results; escalate issues and work with teams to resolve routing or tool issues.
• Collaborate on post-day analysis; recommend action plans and monitor implementation to improve results.

Skills

Statistical analysis

Forecasting

Excel

Data interpretation

Communication

Problem solving

Prioritization

Independence

Collaboration

Confidentiality

Education

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

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

Job description

Spectrum invites applications for a Traffic Workforce Analyst to maximize occupancy and service levels through real-time and intraday analysis across decentralized and virtualized contact centers. You will manage responsive staffing and coordinate across teams to support reliable customer service.

You will review forecasts, adjust schedules for holidays or outages, and negotiate staffing with sites to optimize performance.