Strategic Workforce Forecasting & Scheduling Analyst

Spectrum; Louisville (KY); On-site; USD 60,000 - 90,000; Full time

Job summary

Spectrum in Louisville, KY is seeking a Workforce Management Analyst to analyze call volume trends, forecast demand, and generate staffing schedules for our contact centers. You will develop forecasting models and collaborate with operations, marketing, finance and IT to capture forecast‑driving activities.

The role requires strong Excel/Access skills, data interpretation, and the ability to communicate insights to all management levels.

Qualifications

• Bachelor's degree in statistics, business, related field.
• 0

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience
• - The role will forecast call volume and create staffing requirements for contact centers.
• - Coordinate and facilitate collaboration with various departments to capture forecast- impacting activities.
• - Align call demand with agent supply to achieve service levels and budgeting.
• - Provide long-term forecasts to management and product owners.
• - Conduct workforce simulations to assess business strategies.

Skills

English proficiency

Excel

Access basics

Data analysis

Communication

Forecasting

Project management

Education

Bachelor's degree in statistics, business, related field

Tools

Aspect eWorkforce Management

IEX/Blue Pumpkin

SQL

Oracle/Access databases

Job description

Spectrum in Louisville, KY is seeking a Workforce Management Analyst to analyze call volume trends, forecast demand, and generate staffing schedules for our contact centers. You will develop forecasting models and collaborate with operations, marketing, finance and IT to capture forecast‑driving activities.

The role requires strong Excel/Access skills, data interpretation, and the ability to communicate insights to all management levels.