Real-Time Traffic Workforce Analyst

Spectrum; Charlotte (NC); On-site; USD 65,000 - 85,000; Full time

Job summary

Spectrum is seeking a Traffic Workforce Analyst to maximize occupancy and service levels through real-time and intraday analysis, staffing management, and coordination across decentralized contact centers.

The role requires a Bachelor’s degree in statistics or related field and 2+ years in workforce management and inbound contact centers, with strong Excel and data interpretation skills.

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 to ensure accuracy based on recent results, volume trends and site staffing attainment
• Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs
• Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements
• Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy
• Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements
• Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
• Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions
• Analyze and communicate service level and occupancy results, elevate issues as needed and interface with departments to resolve call routing or tool anomalies
• Collaborate on post-day activity analysis, recommend action plans and monitor implementation to strengthen operational results

Skills

Analytical skills

English fluency

Excel skills

Access knowledge

Data interpretation

Communication

Attention to detail

Problem solving

Independent worker

Education

BS in stats/business

Tools

Aspect eWorkforce

IEX

Blue Pumpkin

Job description

Spectrum is seeking a Traffic Workforce Analyst to maximize occupancy and service levels through real-time and intraday analysis, staffing management, and coordination across decentralized contact centers.

The role requires a Bachelor’s degree in statistics or related field and 2+ years in workforce management and inbound contact centers, with strong Excel and data interpretation skills.