Strategic Workforce Planner – Contact Center Analytics

Charter Communications; Louisville (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

Charter Communications is seeking a Workforce Management Analyst to analyze call volume trends, forecast demand, and tailor staffing plans for its contact centers. You will develop models using WFM tools to balance service levels with agent utilization.

You will collaborate with multiple departments to capture forecast-impacting activities, provide long-term projections for strategic initiatives, and conduct simulations to assess the impact of business strategies on staffing.

Qualifications

• Requires Bachelor’s degree in statistics, business, or related field.
• 2 years inbound contact center experience and 2 years workforce management scheduling/forecasting software experience.
• Proficiency with Excel/Access and data interpretation; ability to communicate clearly at all levels.

Responsibilities

• Analyze call volume trends and prepare forecasts for Charter contact centers.
• Develop and maintain forecasting and scheduling models using WFM tools.
• Provide scheduling recommendations; align demand with agent supply to meet service levels.
• Collaborate with care leadership, marketing, IT, HR, finance, and partners on forecast activities.
• Provide long-term forecasts for management and product owners; conduct workforce simulations.

Skills

English

Excel

Access

Data analysis

Communication

Management

Multitasking

Confidentiality

Problem solving

Organization

PC software

Independent work

Team collaboration

Cable products

IEX/Blue Pumpkin

SQL/Oracle

Education

Bachelor's degree in statistics, business, related field

Tools

Aspect eWorkforce Management

IEX/Blue Pumpkin

SQL/Oracle/Access

Job description

Charter Communications is seeking a Workforce Management Analyst to analyze call volume trends, forecast demand, and tailor staffing plans for its contact centers. You will develop models using WFM tools to balance service levels with agent utilization.

You will collaborate with multiple departments to capture forecast-impacting activities, provide long-term projections for strategic initiatives, and conduct simulations to assess the impact of business strategies on staffing.