Workforce Management Analyst

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

Job summary

Spectrum is seeking a Workforce Management Analyst to analyze call volumes, forecast demand, and provide scheduling recommendations for Charter contact centers. The role requires building forecasting models, coordinating with supervisors, and aligning staffing with service level goals.

Candidates should have a Bachelor’s degree and at least two years of workforce management experience in a call center environment, with strong Excel/Access skills and knowledge of WFM tools such as IEX or Blue

Qualifications

• Bachelor's degree in statistics, business, related field or equivalent experience.
• 2 years of workforce management scheduling and forecasting software experience.
• 2 years inbound contact center experience.

Responsibilities

• Analyze call volume trends and prepare forecasts for contact centers.
• Develop and maintain forecasting and scheduling models using WFM tools.
• Provide scheduling recommendations and align demand with agent supply.
• Collaborate with leadership across departments to capture forecast-impacting activities.
• Provide long-term forecasts for strategic initiatives.
• Conduct workforce simulations and report results.

Skills

English proficiency

Excel

Access

Data analysis

Communication

Multitasking

Confidentiality

Supervise others

Problem solving under pressure

Organization

MS Office

SQL

Oracle

IEX/Blue Pumpkin

Education

Bachelor's degree in statistics, business, related field

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

SQL

Oracle

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

• Bachelor´s 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

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

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. 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.