Workforce Management Administrator

Charter Communications; Charlotte (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

Spectrum is seeking a Workforce Management Admin to oversee scheduling, reporting and auditing to optimize staffing and adherence. The role emphasizes attention to detail, communication, and collaboration with center leadership to improve service performance.

Responsibilities include adjusting resources in response to call volume, managing overtime, and ensuring data integrity across WFM systems. You will contribute to forecasting and staffing planning, supporting 24-hour service operations.

Qualifications

• 2+ years of workforce management scheduling and forecasting software experience.
• 2+ years of inbound contact center environment experience.

Responsibilities

• Use scheduling software to adjust center resources and ensure shift coverage.
• Assist with managing overtime and voluntary time off to optimize staffing.
• Optimize break and lunch schedules for efficient center staffing.
• Monitor real-time adherence and call statistics; communicate with supervisors to manage activity.
• Track and enter real-time exceptions such as sick calls, tardiness and meetings.
• Manage benefit time accrual accounts; establish thresholds and plan for absences.
• Audit and maintain data integrity within workforce management systems.
• Monitor call volume and statistics to meet scheduling and service level metrics.
• Liaise with staff regarding workforce management practices and update leadership on staffing issues and metrics.
• Provide input on forecast projections and staffing requirements.

Skills

Scheduling software

Overtime management

Real-time adherence

Data analysis

English proficiency

Communication

Prioritization

Problem solving

Excel

Aspect eWorkforce Management

Education

Bachelor's degree in communications, business or related field

Tools

Real Time Adherence software

Aspect eWorkforce Management

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Interested in driving operational efficiency through strategic scheduling and reporting? As a Workforce Management Admin at Spectrum, you will oversee scheduling, reporting and auditing functions to ensure optimal staffing and adherence standards. Your attention to detail and communication skills will help identify opportunities for improvement at individual, team and center levels, directly supporting Spectrum's commitment to service excellence.

How You'll Make an Impact

• Utilize scheduling software to adjust center resources, ensuring proper shift coverage in response to changes in call volume, service activity or resource availability
• Assist with managing overtime and voluntary time off to optimize staffing levels
• Optimize break and lunch schedules for efficient center staffing
• Monitor real-time adherence and call statistics, communicating with supervisors to manage on-phone and off-phone activity throughout the day
• Track and enter real-time exceptions such as sick calls, tardiness and meetings into workforce management systems
• Manage benefit time accrual accounts, establish thresholds and plan for both scheduled and unscheduled absences
• Audit and maintain data integrity within workforce management and related databases
• Monitor call volume and statistics to ensure scheduling and service level metrics are met
• Liaise with staff regarding workforce management practices and initiatives, updating leadership on staffing issues, performance measures and call statistics
• Provide input on forecast projections and staffing requirements

Working Conditions

• Office environment with 24-hour service capability

What You'll Bring to Spectrum

Required Qualifications

Education

• Bachelor's degree in communications, business or related field, or equivalent experience

Experience

• 2+ years of workforce management scheduling and forecasting software experience
• 2+ years of inbound contact center environment experience

Skills

• Ability to read, write, speak and understand English
• Data analysis and interpretation skills
• Clear oral and written communication with all levels of management and personnel
• Ability to handle multiple projects and maintain confidentiality
• Decision-making and problem-solving under pressure
• Effective prioritization and organizational skills
• Initiative and judgment to accomplish job duties
• Proficiency with personal computers and software applications such as word processing and spreadsheets
• Ability to work independently and collaboratively to resolve problems and handle requests
• Experience with scheduling and workforce management software such as Aspect eWorkforce Management and Real Time Adherence software
• Knowledge of cable television products and services

Preferred Qualifications

Experience

• Multi-channel contact center management experience

We offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.