Strategic Workforce Forecasting & Scheduling Analyst

Spectrum; Colony Acres (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive pay and benefits package

Job summary

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends and optimize resource allocation. You'll develop accurate forecasts and ensure effective scheduling within contact centers, contributing to overall service excellence.

The ideal candidate has a Bachelor’s degree and 2 years of experience in workforce management and inbound contact centers. Key skills include data analysis, advanced Excel knowledge, and effective communication.

Qualifications

• 2 years of workforce management scheduling and forecasting software experience.
• 2 years of inbound contact center experience.
• Ability to read, write, speak and understand English.

Responsibilities

• Develop and maintain forecasting models using workforce management tools.
• Manage reporting relationships with Workforce Supervisors.
• Analyze contact center statistics to determine workforce requirements.
• Coordinate with customer care leadership and other departments.
• Provide feedback on forecast results and refine methodologies.
• Align demand with agent supply to achieve performance objectives.
• Deliver long-term forecasts to management.

Skills

Data analysis and interpretation

Advanced knowledge of Microsoft Excel

Clear communication skills

Supervisory capabilities

Problem-solving under pressure

Knowledge of cable television products

Familiarity with database applications

Education

Bachelor’s degree in statistics, business or related field

Tools

Microsoft Excel

Microsoft Access

Aspect eWorkforce Management

Job description

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends and optimize resource allocation. You'll develop accurate forecasts and ensure effective scheduling within contact centers, contributing to overall service excellence.

The ideal candidate has a Bachelor’s degree and 2 years of experience in workforce management and inbound contact centers. Key skills include data analysis, advanced Excel knowledge, and effective communication.