Real-Time Workforce Management Lead

Spectrum; Charlotte (NC); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

Spectrum is seeking a Mgr, Workforce Traffic to lead a team of Workforce Management Analysts in Charlotte, NC. You will maximize occupancy and service levels through real-time monitoring, forecasting, and staffing adjustments across internal and outsourced centers.

Key responsibilities include building forecasts, managing overtime/VTO, and coordinating with sites and vendors to ensure adherence and strong service delivery. The role requires 5+ years in WFM and a Bachelor's degree or equivalent.

Competenze

• Experience in workforce management forecasting and scheduling.
• Strong leadership and team supervision skills.
• Ability to analyze call volumes and AHT.
• Proficient in English and clear communication.
• Budgeting knowledge and confidentiality.

Mansioni

• Lead a team of Workforce Management Analysts.
• Manage real-time staffing to meet service levels and occupancy.
• Forecast contact volumes and AHT; adjust forecasts daily.
• Oversee overtime and voluntary time off to balance workload.
• Coordinate with internal and outsourced centers and vendors.
• Provide guidance to optimize scheduling and adherence.
• Escalate service level and occupancy issues when needed.

Conoscenze

English proficiency

Leadership

Forecasting & scheduling

Problem solving

Communication

Time management

Confidentiality

Budgeting

Formazione

Bachelor’s degree or equivalent

Strumenti

Aspect eWorkforce

eTime payroll

Real Time Adherence

MS Word/Excel

Descrizione del lavoro

Spectrum is seeking a Mgr, Workforce Traffic to lead a team of Workforce Management Analysts in Charlotte, NC. You will maximize occupancy and service levels through real-time monitoring, forecasting, and staffing adjustments across internal and outsourced centers.

Key responsibilities include building forecasts, managing overtime/VTO, and coordinating with sites and vendors to ensure adherence and strong service delivery. The role requires 5+ years in WFM and a Bachelor's degree or equivalent.