Workforce Management Analyst

Charter Communications; Bridgeton (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

Charter Communications is seeking a Workforce Management Analyst to analyze call volume trends, forecast demand, and provide scheduling recommendations for our contact centers.

The role involves building forecasting models, coordinating with supervisors and administrators, and aligning call demand with agent supply to meet service levels and efficiency targets.

Qualifications

• Bachelor's degree or equivalent experience in statistics, business, or related field.
• Knowledge of workforce management concepts including forecasting, scheduling and capacity planning.
• Experience with WFM software and data reporting.

Responsibilities

• Analyze call volume trends and develop forecasts.
• Create staffing requirements and generate work schedules for contact centers.
• Collaborate with stakeholders to capture forecast-impacting activities.
• Provide long-term forecasts to management for strategic initiatives.
• Align demand with agent supply to meet service level targets.

Skills

Forecasting

Scheduling

Data analysis

Communication

Cross-functional collaboration

Confidentiality

Education

Bachelors in statistics or related field

Tools

Aspect eWorkforce Management

SQL

Oracle

Microsoft Access

Job description

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

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.
• Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
• Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
• Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
• Provide long-term forecasts to management and product owners in support of future strategic initiatives.
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
• Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated knowledge of Microsoft Excel
• Demonstrated knowledge of Microsoft Access
• 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 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 (i.e. word processing, spreadsheet, etc.)
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of cable television products and services
• Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)
• Knowledge of database applications (SQL, Oracle, Access, etc.)

Required Education

• Bachelors degree in statistics, business, related field, or equivalent experience

Required Related Work Experience and Number of Years

• Workforce management scheduling and forecasting software - 2
• Inbound contact center experience - 2

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Here, our employees don't just have jobs, they're building careers. That's why 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.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us

Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you'll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet, Mobile, TV and Voice products. Watch this video to learn more.

Grow Your Career Here

We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.