Real-Time Workforce & Capacity Analyst

Spectrum; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Spectrum is seeking a Traffic Workforce Analyst to maximize occupancy and service levels through real-time and intraday analysis. You will manage staffing across decentralized and virtualized contact centers, ensuring accurate forecasts and responsive adjustments to meet operational needs.

The role requires strong statistical analysis, Excel proficiency, and experience with workforce management tools. Join a team focused on reliable, efficient customer service across Spectrum’s network.

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 contact and FTE forecasts for accuracy based on results and trends.
• Update intraday contact volume and AHT for all call types and centers.
• Make adjustments for holidays or outages to meet requirements.
• Negotiate staffing with sites to optimize service levels and occupancy.
• Monitor intraday staffing in internal and outsourced centers.
• Coordinate real-time overtime and VTO and communicate trends.
• Adjust staffing forecasts including shrinkage and scheduling needs.
• Analyze service level and occupancy results and resolve tool anomalies.
• Collaborate on post-day analysis and monitor action plan implementation.

Skills

Forecasting software

Excel

Data analysis

Communication

Decision making

Education

Bachelor's degree in statistics or related field

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. You will manage staffing across decentralized and virtualized contact centers, ensuring accurate forecasts and responsive adjustments to meet operational needs.

The role requires strong statistical analysis, Excel proficiency, and experience with workforce management tools. Join a team focused on reliable, efficient customer service across Spectrum’s network.