WFM Forecasting & Scheduling Manager

Spectrum; Louisville (KY); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Benefits package

Career growth opportunities

Job summary

Spectrum, a Charter Communications company, seeks a Manager of Workforce Management to oversee forecasting, scheduling, and real-time monitoring to optimize occupancy and service levels across call centers.

You will collaborate with site leaders, adjust staffing using WFM software, manage overtime and voluntary time off, and provide intraday service level analyses. This role requires a Bachelor's degree and 6+ years in WFM with inbound contact centers; Spectrum is an Equal Opportunity Employer.

Qualifications

• Bachelor's degree in statistics, business, or related field, or equivalent combination of education and experience.
• Workforce management scheduling and forecasting - 6+ years.
• Inbound contact center experience - 4+ years.

Responsibilities

• Oversee forecasting and scheduling to maximize occupancy and service levels.
• Monitor intraday staffing across internal and outsourced centers.
• Coordinate with site leaders to optimize staffing and OT/VTO.
• Provide real-time adjustments to staffing forecasts.

Skills

Excel

Data analysis

Communication

Problem solving

Forecasting

Scheduling

Team leadership

Education

Bachelor's degree in statistics, business, or related field

Tools

Aspect eWorkforce Management

Job description

Spectrum, a Charter Communications company, seeks a Manager of Workforce Management to oversee forecasting, scheduling, and real-time monitoring to optimize occupancy and service levels across call centers.

You will collaborate with site leaders, adjust staffing using WFM software, manage overtime and voluntary time off, and provide intraday service level analyses. This role requires a Bachelor's degree and 6+ years in WFM with inbound contact centers; Spectrum is an Equal Opportunity Employer.