Senior Manager, Workforce Management

Charter Communications; Louisville (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

Charter Communications in Louisville is seeking a Senior Manager, Workforce Management to lead local WFM teams and ensure forecasted plans are executed accurately.

You will develop and standardize WFM processes, collaborate with Call Center leadership, drive staffing, routing, and training initiatives, and deploy WFM technology to boost productivity and customer satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years Workforce Management in a management role.
• 7+ years Customer Care/Call Center experience.
• Ability to analyze data and communicate findings clearly.
• Ability to manage multiple projects and priorities.

Responsibilities

• Actively support efforts to simplify and enhance the customer experience.
• Execute the forecasted plan with precision and oversee WFM teams.
• Serve as WFM liaison with Call Center leadership at all levels.
• Provide strategic direction to local WFM teams and ensure process consistency.
• Contribute to routing and skilling strategies and manage shrinkage and overtime.
• React to reforecasted requirements and adjust staffing accordingly.
• Communicate impacts to volume, staffing, or productivity across the organization.
• Develop cross-department relationships to inform volume and AHT impacts.
• Coordinate multi-skill training for agents and plan training for Customer Service.
• Deploy and manage eWFM or other WFM technologies.

Skills

English proficiency

Data analysis

Communication skills

Leadership

Multi-project management

Confidentiality

Decision making under pressure

Independent work

Team motivation

Problem solving

Knowledge of performance management

Report writing

Education

Bachelor's degree or equivalent work experience

Tools

Report writers

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Sr Mgr, Workforce Management is responsible for managing the local workforce management teams and to ensure the forecasted plan is being executed successfully. Developing and communicating consistent workforce management processes and procedures to all levels of the organization.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Execute the forecasted plan with precision.
• WFM Liaison with all levels of Call Center Leadership.
• Manages and provide strategic direction to local WFM teams.
• Manages process consistency across all local workforce management organizations.
• Manages and contributes to routing and skilling strategies for the organization.
• Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending.
• Responsible for reacting to the reforecasted requirements throughout the day to ensure staff is adjusted to the trends.
• Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.
• Urgently takes action on any people or process opportunities across the workforce management organizations.
• Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
• Execute on multiple dynamic project implementations simultaneously.
• Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.
• Deploy and manage eWFM or other workforce management technologies.
• Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Perform other duties and responsibilities as assigned.

WORKING CONDITIONS

• Office environment
• Travel - this position will require travel up to 50%
• Relocation may be required based on business needs

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to make decisions and solve problems while working under pressure
• Ability to manage multiple projects and tasks
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work in an unstructured, fast-paced environment
• Ability to work independently
• Ability to work with and motivate others
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of cable television products and services
• Knowledge of performance management concepts and methodology
• Knowledge of report writers

Required Education

• Bachelor's degree or equivalent work experience

Required Related Work Experience and Number of Years

• Workforce Management experience in a management capacity - 5+
• Customer Care and/or Call Center experience - 7+

#LI-KB2 CWF600 2026-85233 CWF600 2026

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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

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We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.