Workforce Management Analyst - Traffic (Real-time)

Charter Communications; Charlotte (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Spectrum is seeking a Traffic Workforce Analyst in Charlotte to maximize occupancy and service levels through real-time and intraday analysis, staffing management, and coordination across decentralized and virtualized contact centers. You will review forecasts, adjust intraday volumes, and negotiate staffing to meet service goals.

With 2+ years in workforce management and inbound contact centers, you will monitor intraday staffing, communicate trends, and implement action plans to improve

Qualifications

• Bachelor's degree in statistics, business or related field or equivalent experience.
• 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.
• Strong data analysis and interpretation skills.

Responsibilities

• Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainment.
• Update intraday contact volume and AHT for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs.
• Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements.
• Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy.
• Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements.
• Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability.
• Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions.
• Analyze and communicate service level and occupancy results, elevate issues as needed and interface with departments to resolve call routing or tool anomalies.
• Collaborate on post-day activity analysis, recommend action plans and monitor implementation to strengthen operational results.

Skills

Statistical analysis

Data interpretation

Microsoft Excel

Microsoft Access

Communication

Independent & collaborative

Decision-making

Time management

Education

Bachelor's degree in statistics, business or related field

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

Job description

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

Looking to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real‑time and intraday analysis, responsive staffing management and coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.

How You'll Make an Impact

• Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainment
• Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real‑time trends and staffing needs
• Make manual and software‑based adjustments for out‑of‑pattern days, including holidays or outages, to align with operational requirements
• Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy
• Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements
• Guide and coordinate teams in administering real‑time overtime and voluntary time off, and communicate staffing trends impacting availability
• Make real‑time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions
• Analyze and communicate service level and occupancy results, elevate issues as needed and interface with departments to resolve call routing or tool anomalies
• Collaborate on post‑day activity analysis, recommend action plans and monitor implementation to strengthen operational results

Working Conditions

• Office environment with 24‑hour service capability

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
• Working knowledge of statistical analysis techniques, including multivariate regression and seasonality
• Demonstrated sense of urgency
• Intermediate Microsoft Excel skills
• Working knowledge of Microsoft Access
• Strong 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
• Indirect supervision and motivational abilities
• Decision‑making and problem‑solving under pressure
• Effective prioritization and organizational skills
• Initiative and 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)

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