Real-Time Workforce Forecasting Lead

Spectrum; Colony Acres (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Spectrum in Charlotte, NC is seeking a Sr Mgr, Workforce Traffic to lead the Traffic teams and optimize occupancy and service levels through real-time analysis of contact volumes and AHT. The role oversees other managers, coordinating intraday staffing and training across Charter's virtualized centers and vendors.

The candidate will drive forecasting, scheduling, and skilling, implement routing and analytics strategies, and partner with operations, HR, and Marketing to maximize efficiency and

Qualifications

• Ability to read, write, speak and understand English
• Demonstrated knowledge Workforce Management methodologies, practices, analytics and tools.
• Understanding of forecasting, capacity planning, scheduling and real time management processes and tools
• Expertise with workforce management technologies like eWFM and/or IEX
• Analytical abilities (regression modeling, sample size methodologies, correlation analysis, etc.)
• Excel skills
• Ability to create models and reports with Crystal Reports
• Strong communication skills with customers and colleagues
• Proficient English grammar and writing

Responsibilities

• Actively support efforts to simplify and enhance the customer experience
• Execute the forecasted plan with precision
• Liaise with site operations for day-of and 7-days planning
• Manage routing and skilling strategies for the organization
• Plan and analyze shrinkage, overtime, and VTO
• Reforecast throughout the day to adjust staff
• Communicate impacts to volume, staffing, or productivity
• Provide post-day analysis to identify opportunities
• Build relationships with other departments for staffing and volume impacts
• Establish intraday management triggers for performance
• Partner with Telecom to improve routing accuracy
• Coordinate multi-skill training for agents and plan training
• Deploy and manage eWFM or other WFM tech
• Improve policy and processes for productivity and satisfaction
• Identify opportunities for operational improvements
• Perform other duties as assigned

Skills

WFM management experience

Customer Care/Call Center experience

Management experience

Education

Bachelor's degree or equivalent work experience

Tools

eWFM

IEX

Crystal Reports

SQL

Job description

Spectrum in Charlotte, NC is seeking a Sr Mgr, Workforce Traffic to lead the Traffic teams and optimize occupancy and service levels through real-time analysis of contact volumes and AHT. The role oversees other managers, coordinating intraday staffing and training across Charter's virtualized centers and vendors.

The candidate will drive forecasting, scheduling, and skilling, implement routing and analytics strategies, and partner with operations, HR, and Marketing to maximize efficiency and