Real-Time Workforce Optimization Lead

Spectrum; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Spectrum is seeking a Manager, Workforce Traffic to lead a team of Workforce Management Analysts. The role focuses on maximizing occupancy and service levels through real-time monitoring, forecasting, and staffing adjustments across Spectrum’s virtualized contact centers and vendors.

The ideal candidate will have 5+ years in workforce management, proven leadership, and expert knowledge of scheduling software.

Qualifications

• Proven leadership experience managing teams of analysts.
• Strong ability to analyze forecasts, volumes, and AHT.
• Proficient in scheduling software and real-time staffing.
• Solid MS Office skills and data interpretation abilities.

Responsibilities

• Lead real-time WFM monitoring to optimize occupancy and service levels.
• Review and adjust forecasts and staffing in eWFM to meet targets.
• Coordinate with internal and outsourced teams to manage overtime and VTO.

Skills

English proficiency

Leadership experience

Scheduling software

Microsoft Office

Education

Bachelor's Degree

Tools

Aspect eWorkforce

eTime payroll

Real Time Adherence

Job description

Spectrum is seeking a Manager, Workforce Traffic to lead a team of Workforce Management Analysts. The role focuses on maximizing occupancy and service levels through real-time monitoring, forecasting, and staffing adjustments across Spectrum’s virtualized contact centers and vendors.

The ideal candidate will have 5+ years in workforce management, proven leadership, and expert knowledge of scheduling software.