Senior Workforce Forecasting & Scheduling Lead

Spectrum; Charlotte (NC); Vor Ort; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Spectrum is seeking a Senior Workforce Management Analyst in the Charlotte area. You will align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules to boost productivity and customer satisfaction.

The role requires leading initiatives across internal and outsourced teams, monitoring intraday staffing, and driving real-time adjustments. Strong data analysis and communication skills are essential for success.

Qualifikationen

• Bachelor’s degree in statistics, business or related field.
• 5+ years of workforce management scheduling and forecasting.
• 4+ years of inbound contact center experience.

Aufgaben

• Validate long-term forecasts for accuracy by analyzing recent trends in contact volume, productivity, and site-level staffing capabilities
• Control and adjust workforce management software scheduling variables to accommodate out-of-pattern days and next-day forecasts, ensuring staffing matches requirements
• Collaborate with call center site leaders to attain new staff through overtime and voluntary time off, optimizing service levels and occupancy
• Monitor and manage intraday staffing in internal and outsourced centers, balancing staff requirements and ensuring compliance to forecast agreements
• Guide and coordinate internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activities
• Communicate with staffing teams to identify trends impacting staff availability, such as absenteeism and turnover, and make real-time adjustments to forecasts
• Instruct and coordinate optimal scheduling of team meetings, supervisor coaching sessions, and training for efficient management of off-phone activity
• Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively throughout the day
• Interface with internal and external departments to resolve call routing or tool issue anomalies, ensuring timely escalation and communication until resolution
• Analyze post-day activities, recommend action plans to strengthen results, and monitor implementation to achieve desired outcomes

Kenntnisse

Data analysis

Forecasting

Scheduling

Problem solving

Communication

Independent work

Ausbildung

Bachelor's degree in statistics, business or related field

Jobbeschreibung

Spectrum is seeking a Senior Workforce Management Analyst in the Charlotte area. You will align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules to boost productivity and customer satisfaction.

The role requires leading initiatives across internal and outsourced teams, monitoring intraday staffing, and driving real-time adjustments. Strong data analysis and communication skills are essential for success.