Senior Manager, Workforce Traffic & Analytics

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

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.