Senior Manager, Workforce Traffic

Charter Communications; Charlotte (NC); On-site; USD 105,000 - 145,000; Full time

Job summary

Charter Communications is seeking a Sr Mgr, Workforce Traffic in Charlotte to lead the Traffic teams and forecast staffing needs for real-time and intraday operations. You will manage a team of Managers, optimize occupancy and service levels, and coordinate with internal and external sites to ensure efficient routing and multi-skill training.

You will oversee staffing, overtime, and VTO planning, develop intraday triggers, and partner with Telecom to improve routing accuracy.

Qualifications

• Bachelor's degree or equivalent work experience.
• 6+ years of Workforce Management experience in a management capacity.
• 7+ years of Customer Care and/or Call Center experience.
• 3+ years of Management Experience.
• Demonstrated forecasting, capacity planning, scheduling and real time management
• Experience with eWFM and/or IEX
• Strong Excel and reporting skills
• Excellent written/verbal/interpersonal communication skills

Responsibilities

• Actively support efforts to simplify and enhance the customer experience.
• Execute the forecasted plan with precision.
• WFM liaison with internal & external site operations for day-of and 7 days out planning.
• Manage routing and skilling strategies for the organization.
• Plane shrinkage, overtime, and VTO; perform analytics.
• Reforecast throughout the day to adjust staffing to trends.
• Communicate impacts to volume, staffing, or productivity to all levels.
• Provide post day analysis to identify opportunities and improvements.
• Develop relationships with other departments to gain volume or staffing impacts.
• Establish intraday management triggers for rapid performance improvements.
• Partner with Telecom to enhance call routing accuracy.
• Coordinate multi-skill training for agents and plan training for CSO.
• Deploy and manage eWFM or other workforce management technologies.
• Develop policy/process enhancements for productivity and satisfaction.
• Identify operational improvements.

Skills

Workforce Management methodologies

Forecasting & capacity planning

Scheduling & real-time management

eWFM / IEX

Analytical abilities

Excel

Crystal Reports

Communication skills

English proficiency

Education

Bachelor's degree or equivalent work experience

Tools

eWFM

IEX

SQL

Crystal Reports

Job description

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

JOB SUMMARY

The Sr Mgr, Workforce Traffic is responsible for the Traffic teams in Charlotte and leading the lines of business that these teams support. This role oversees other Managers in Traffic and is accountable for maximizing occupancy and service level through real- time and intraday monitoring of and analysis contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (include overtime and voluntary time off), setting primary/secondary skilling, maintain staffing line adherence, and coordination of Traffic Workforce Management resources for Charter's virtualized contact centers and vendors.

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 our internal & external site operations, providing day of and 7 days out planning.
• Manages & contributes to routing and skilling strategies for the organization.
• Shrinkage, overtime, and VTO planning and analytics.
• Responsible for reforecasting 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.
• Provide post day analysis to identify people or process opportunities, and implement improvements rapidly.
• Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
• Establish intraday management triggers that will allow rapid performance improvements.
• Partner with Telecom to enhance call routing effectiveness and accuracy.
• 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 & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Recognizes and recommends operational and support improvements.
• Perform other duties and responsibilities as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated knowledge Workforce Management methodologies, practices, analytics and tools.
• Demonstrated understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools
• Demonstrated expertise with work force management technologies like eWFM and/or IEX
• Demonstrated analytical abilities (regression modeling, sample size methodologies, correlation analysis, etc.)
• Demonstrated Excel skills
• Ability to use Crystal Reports to create models, customize reports, and depict important information extracted from data in clear, concise and creative ways
• Demonstrated written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
• Demonstrated command of the English language, good use of grammar skills.

Required Education

• Bachelor's degree or equivalent work experience

Required Related Work Experience

• 6+ years of Workforce Management experience in a management capacity
• 7+ years of Customer Care and/or Call Center experience
• 3+ years of Managment Experience

PREFERRED QUALIFICATIONS

• 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 SQL
• Knowledge of cable television products and services
• Knowledge of performance management concepts and methodology
• Knowledge of report writers

WORKING CONDITIONS

• Office environment
• Up to 25% travel

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

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

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