Senior Traffic Workforce Analyst

Spectrum; Charlotte (NC); Sur place; USD 70 000 - 95 000; Plein temps

Résumé du poste

Spectrum is seeking a Sr Traffic Workforce Analyst to convert real-time data into actionable staffing strategies across multiple sites. You will forecast, monitor, and adjust staffing to maintain service levels and occupancy, collaborating with management and staff.

Responsibilities include intraday forecast adjustments, reporting on absenteeism and turnover, and supporting training and special projects. This role requires strong analytical and communication skills.

Qualifications

• Bachelor's degree or equivalent experience.
• 4–6 years of workforce management scheduling and forecasting software experience.
• 4–6 years of inbound contact center experience.

Responsabilités

• Prepare, analyze and interpret forecasts to ensure accuracy and staffing across sites.
• Provide intraday insights on contact volume and handle time using real-time data.
• Adjust daily forecasts to match staffing requirements and optimize occupancy.

Connaissances

Statistical analysis

Excel

Access

Data analysis

Communication skills

Project management

Confidentiality

Independent work

Formation

Bachelor's degree in statistics, business or related field

Outils

Aspect eWorkforce

Description du poste

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

Seeking a role where your analytical skills directly influence operational excellence? As a Sr Traffic Workforce Analyst at Spectrum, you will interpret real-time data to optimize staffing, service levels, and contact center performance. Your expertise drives the accuracy of forecasts and supports seamless customer interactions, ensuring your work has measurable impact on Spectrum’s business results.

How You’ll Make an Impact

• Prepare, analyze and interpret employee forecasts to ensure accuracy, identify trends in contact volume and average handle time, and confirm staffing levels across multiple sites
• Provide insights into intraday contact volume and handle time using global forecasts and real-time data, making manual adjustments for out-of-pattern events
• Adjust daily forecasts to match staffing requirements, serving as the main contact for staff attainment to maximize occupancy and service levels
• Manage intraday staffing and balance overtime and voluntary time off across internal and outsourced contact centers, ensuring compliance with forecast agreements
• Communicate trends in absenteeism, turnover and other factors affecting staffing, making timely adjustments to forecasts for the most accurate staffing requirements
• Schedule and optimize team meetings, coaching sessions and training activities to maintain efficient on-phone and off-phone activity
• Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively
• Develop and share intraday service level and occupancy analyses, escalating issues and anomalies promptly
• Conduct post-day activity analysis, recommend action plans and monitor implementation to strengthen outcomes
• Train new staff and contribute to special projects at both enterprise and call center levels

What You’ll Bring to Spectrum

Required Qualifications

Education

• Bachelor’s degree in statistics, business or related field or equivalent experience

Experience

• 4-6 years of workforce management scheduling and forecasting software experience
• 4-6 years of inbound contact center experienc

Skills

• Expertise in statistical analysis techniques including multivariate regression and seasonality methods
• Advanced Microsoft Excel skills
• Knowledge of Microsoft Access
• Strong data analysis and interpretation abilities
• Clear and straightforward oral and written communication skills
• Ability to engage with all levels of management and personnel
• Skilled in managing multiple projects and tasks
• Ability to maintain confidentiality
• Indirect supervision and motivation of others
• Decision-making and problem-solving under pressure
• Effective prioritization and organization
• Demonstrates judgment, initiative and task accomplishment
• Advanced personal computer and software application abilities
• Capability to work independently and collaboratively
• Familiarity with cable television products and services
• Advanced knowledge of Aspect eWorkforce Management or similar applications

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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

Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you’ll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products. Watch this video to learn more.

Grow Your Career Here

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.