Real-Time Traffic Workforce Analyst: Optimize Staffing & Service

Spectrum; Colony Acres (NC); Presencial; USD 60 000 - 85 000; Tempo integral

Resumo da oferta

Spectrum is seeking a Traffic Workforce Analyst to optimize occupancy and service levels through real-time and intraday analysis, staffing coordination, and cross-site collaboration across decentralized and virtual centers. The role emphasizes attention to detail, proactive problem solving, and delivering reliable customer service.

You will review forecasts, adjust intraday data, and coordinate overtime and time-off to balance demand and capacity in a 24-hour service environment.

Qualificações

• 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.

Responsabilidades

• Review contact and FTE forecasts for accuracy using trends and site staffing.
• Update intraday contact volume and AHT; adjust forecasts for real-time trends.
• Make manual and software-based adjustments for holidays/outages to meet needs.
• Negotiate with sites for staffing, overtime and volunteer time off to optimize service.
• Monitor intraday staffing across centers ensuring forecast compliance.
• Communicate staffing trends and address call routing or tool issues.

Conhecimentos

English proficiency

Statistical analysis

Multivariate regression

Data interpretation

Communication

Problem solving

Prioritization

Formação académica

Bachelor’s degree in statistics, business or related field

Ferramentas

Aspect eWorkforce

IEX

Blue Pumpkin

Descrição da oferta de emprego

Spectrum is seeking a Traffic Workforce Analyst to optimize occupancy and service levels through real-time and intraday analysis, staffing coordination, and cross-site collaboration across decentralized and virtual centers. The role emphasizes attention to detail, proactive problem solving, and delivering reliable customer service.

You will review forecasts, adjust intraday data, and coordinate overtime and time-off to balance demand and capacity in a 24-hour service environment.