Senior Workforce Management Analyst

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

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