Senior Workforce Forecasting & Scheduling Lead

Spectrum; Colony Acres (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Spectrum is seeking a Senior Workforce Management Analyst in North Carolina to align short-term forecasts with long-term strategies and optimize staffing and service levels. You will coordinate schedules to drive productivity and directly influence customer satisfaction and operational efficiency.

You will validate forecasts, manage real-time staffing, collaborate with site leaders, and monitor metrics across both internal and outsourced teams to ensure forecast adherence and continuous

Qualifications

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

Responsibilities

• Validate long-term forecasts by analyzing trends in contact volume and staffing.
• Control scheduling variables to match forecasts and requirements.
• Collaborate with site leaders to optimize staffing and occupancy.
• Monitor intraday staffing across centers and ensure forecast adherence.
• Coordinate real-time overtime and time-off activities.
• Identify trends affecting staff availability and adjust forecasts accordingly.
• Schedule team meetings, coaching sessions, and training to improve management of off-phone activity.
• Monitor call statistics and schedule adherence throughout the day.
• Escalate and resolve call routing or tool issues in a timely manner.
• Analyze post-day activities and recommend actions to improve results.

Skills

Analytical thinking

Data analysis

Decision making

Communication

Project management

Education

Bachelor's degree in statistics, business or related field

Job description

Spectrum is seeking a Senior Workforce Management Analyst in North Carolina to align short-term forecasts with long-term strategies and optimize staffing and service levels. You will coordinate schedules to drive productivity and directly influence customer satisfaction and operational efficiency.

You will validate forecasts, manage real-time staffing, collaborate with site leaders, and monitor metrics across both internal and outsourced teams to ensure forecast adherence and continuous