WFM Forecasting & Scheduling Leader

Charter Communications; Louisville (KY); On-site; USD 90,000 - 120,000; Full time

Job summary

Charter Communications is seeking a Manager, Workforce Management to oversee forecasting and staffing strategies for call centers in Louisville. The role focuses on aligning short-term forecasts with long-term plans to maximize occupancy and service levels.

You will monitor real-time call volumes, manage staffing to evolving requirements, and coordinate schedules across internal and outsourced WFM teams, ensuring efficient intraday operations.

Qualifications

• Ability to read, write, speak and understand English
• Developed sense of urgency
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to indirectly supervise and motivate others
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications
• Demonstrated knowledge of Microsoft Excel
• Working knowledge of Microsoft Access
• Knowledge of cable television products and services
• Demonstrated knowledge of Aspect eWorkforce Management or similar application

Responsibilities

• Oversees processes for short term forecast alignment with long term plans, maximizing occupancy and service level.
• Monitors real-time and intraday call volumes and productivity to manage staffing to requirements.
• Collaborates with call center site leaders to maximize service level and occupancy.
• Provides guidance and coordinates internal and outsourced Workforce Management teams in real time overtime and voluntary time off activities.
• Communicates trends in absenteeism, turnover, and events impacting staffing availability.
• Adjusts staffing forecasts to reflect current view of staffing requirements and schedules.

Skills

English fluency

Data analysis

Independent work

Cross-functional collaboration

Decision making under pressure

Communication

Education

Bachelor's degree in statistics, business, or related field or equivalent combination of education and experience

Tools

Microsoft Excel

Microsoft Access

Job description

Charter Communications is seeking a Manager, Workforce Management to oversee forecasting and staffing strategies for call centers in Louisville. The role focuses on aligning short-term forecasts with long-term plans to maximize occupancy and service levels.

You will monitor real-time call volumes, manage staffing to evolving requirements, and coordinate schedules across internal and outsourced WFM teams, ensuring efficient intraday operations.