Workforce Management Analyst - Forecasting & Scheduling

Spectrum; Colony Acres (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive pay and benefits package

Job summary

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends and optimize resource allocation. You'll develop accurate forecasts and ensure effective scheduling within contact centers, contributing to overall service excellence.

The ideal candidate has a Bachelor’s degree and 2 years of experience in workforce management and inbound contact centers. Key skills include data analysis, advanced Excel knowledge, and effective communication.

Qualifications

• 2 years of workforce management scheduling and forecasting software experience.
• 2 years of inbound contact center experience.
• Ability to read, write, speak and understand English.

Responsibilities

• Develop and maintain forecasting models using workforce management tools.
• Manage reporting relationships with Workforce Supervisors.
• Analyze contact center statistics to determine workforce requirements.
• Coordinate with customer care leadership and other departments.
• Provide feedback on forecast results and refine methodologies.
• Align demand with agent supply to achieve performance objectives.
• Deliver long-term forecasts to management.

Skills

Data analysis and interpretation

Advanced knowledge of Microsoft Excel

Clear communication skills

Supervisory capabilities

Problem-solving under pressure

Knowledge of cable television products

Familiarity with database applications

Education

Bachelor’s degree in statistics, business or related field

Tools

Microsoft Excel

Microsoft Access

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.

Curious about how data-driven insights shape exceptional customer experiences? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum’s commitment to service excellence.

How You’ll Make an Impact

• Develop and maintain robust forecasting and scheduling models using Spectrum’s Workforce Management tools to generate staffing requirements and schedules for contact centers
• Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators
• Determine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervals
• Coordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activities
• Manage forecast results by providing feedback and reporting to business partners, helping refine scientific and accurate forecasting methodologies
• Align call demand with agent supply to achieve key performance objectives such as service level, utilization and budgeting
• Deliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategies

Working Conditions

• Office environment with 24-hour service capability

What You’ll Bring to Spectrum

Required Qualifications

Education

• Bachelor’s degree in statistics, business or related field, or equivalent experience

Experience

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

Skills

• Ability to read, write, speak and understand English
• Advanced knowledge of Microsoft Excel and Microsoft Access
• Data analysis and interpretation skills
• Clear oral and written communication with all levels of management and company personnel
• Ability to handle multiple projects and maintain confidentiality
• Supervisory and motivational capabilities
• Decision-making and problem-solving under pressure
• Effective prioritization and organizational skills
• Initiative and sound judgment to accomplish job duties
• Proficiency with personal computer and software applications such as word processing and spreadsheets
• Ability to work independently and collaboratively to resolve problems
• Knowledge of cable television products and services
• Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)
• Knowledge of database applications (SQL, Oracle, Access)

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.

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