Real-Time Workforce Analytics & Scheduling Specialist

Charter Communications; Charlotte (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Spectrum is seeking a Traffic Workforce Analyst in Charlotte to maximize occupancy and service levels through real-time and intraday analysis, staffing management, and coordination across decentralized and virtualized contact centers. You will review forecasts, adjust intraday volumes, and negotiate staffing to meet service goals.

With 2+ years in workforce management and inbound contact centers, you will monitor intraday staffing, communicate trends, and implement action plans to improve

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.
• Ability to read, write, speak and understand English.
• Strong data analysis and interpretation skills.

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 AHT 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

Statistical analysis

Data interpretation

Microsoft Excel

Microsoft Access

Communication

Independent & collaborative

Decision-making

Time management

Education

Bachelor's degree in statistics, business or related field

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

Job description

Spectrum is seeking a Traffic Workforce Analyst in Charlotte to maximize occupancy and service levels through real-time and intraday analysis, staffing management, and coordination across decentralized and virtualized contact centers. You will review forecasts, adjust intraday volumes, and negotiate staffing to meet service goals.

With 2+ years in workforce management and inbound contact centers, you will monitor intraday staffing, communicate trends, and implement action plans to improve