Workforce Management Analyst - Traffic (Real-time)

Charter Communications; Charlotte (NC); On-site; USD 80,000 - 120,000; Full time

Job summary

Spectrum invites applications for a Traffic Workforce Analyst to maximize occupancy and service levels through real-time and intraday analysis across decentralized and virtualized contact centers. You will manage responsive staffing and coordinate across teams to support reliable customer service.

You will review forecasts, adjust schedules for holidays or outages, and negotiate staffing with sites to optimize performance.

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.

Responsibilities

• Review and assess contact and FTE forecasts for accuracy based on results, volume trends and site staffing attainment.
• Update intraday contact volume and average handle time for all call types and centers; adjust forecasts to reflect real-time trends.
• Make manual and software-based adjustments for holidays or outages to align with operational requirements.
• Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels.
• Monitor intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and forecast compliance.
• Coordinate teams in administering real-time overtime and voluntary time off; communicate staffing trends.
• Make real-time staffing forecast adjustments including shrinkage; instruct scheduling of meetings, training, and coaching.
• Analyze and communicate service level and occupancy results; escalate issues and work with teams to resolve routing or tool issues.
• Collaborate on post-day analysis; recommend action plans and monitor implementation to improve results.

Skills

Statistical analysis

Forecasting

Excel

Data interpretation

Communication

Problem solving

Prioritization

Independence

Collaboration

Confidentiality

Education

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

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

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
• 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)

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.