Senior Workforce Management & Scheduling Lead

Charter Communications

Charlotte (NC)

On-site

USD 90,000 - 130,000

Full time

4 days ago

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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.