Senior Workforce Management Analyst

Charter Communications; Charlotte (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Charter Communications in Charlotte, NC seeks a Senior Workforce Management Analyst to align forecasts with staffing, drive service levels, and boost productivity across Spectrum contact centers. You will analyze trends, manage schedules, and coordinate real-time staffing to meet forecasted demand.

This role requires data-driven decision making, cross-team collaboration, and strong communication with management.

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 volume, productivity, and staffing.
• Adjust scheduling variables for out-of-pattern days and next-day forecasts.
• Collaborate with site leaders to attain staff via overtime and voluntary time off.
• Monitor intraday staffing across centers and ensure forecast accuracy.
• Coordinate real-time overtime and VTO with WFM teams.
• Identify trends in absenteeism and turnover to adjust forecasts.
• Schedule meetings, coaching sessions, and training for off-phone activity.
• Monitor call stats and schedule adherence to manage daily activity.
• Escalate call routing or tool issues to resolution.
• Analyze post-day activities and recommend actions to improve results.

Skills

Urgency awareness

Independent work

Data analysis

Communication skills

Multitasking

Confidentiality

Indirect supervision

Decision making

Excel proficiency

Microsoft Access

Cable TV knowledge

Aspect eWorkforce

Education

Bachelor's degree in statistics or related field

Tools

Microsoft Excel

Microsoft Access

Aspect eWorkforce Management

Job description

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

Looking for a position where your analytical abilities drive operational success? As a Senior Workforce Management Analyst, you'll align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules for enhanced productivity. Your contributions will directly shape customer satisfaction and operational efficiency at Spectrum.

How You'll Make an Impact

• 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

What You'll Bring to Spectrum

Required Qualifications

Education

• Bachelor's degree in statistics, business or related field

Experience

• 5+ years of workforce management scheduling and forecasting
• 4+ years of inbound contact center experienc

Skills

• Acute sense of urgency
• Ability to work independently and resolve problems collaboratively
• Strong data analysis and interpretation skills
• Clear oral and written communication abilities across all management levels
• Capable of handling multiple projects and tasks while maintaining confidentiality
• Indirect supervision and motivation skills
• Effective decision-making and problem-solving under pressure
• Advanced Microsoft Excel proficiency
• Working knowledge of Microsoft Access
• Knowledge of cable television products and services
• Advanced proficiency with Aspect eWorkforce Management or similar applications

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.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. 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.