Workforce Planning Analyst: Contact Center Forecasting

Spectrum; Bridgeton (MO); On-site; USD 80,000 - 110,000; Full time

Job summary

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends, forecast needs, and provide scheduling recommendations for Charter contact centers. You will build and maintain forecasting models, coordinate with leaders across departments, and balance demand with agent capacity to meet service levels.

Qualifications include a Bachelor’s in a related field and strong Excel/Access skills, plus experience with WFM tools like Aspect, IEX, or Blue Pumpkin.

Qualifications

• Bachelor's degree or equivalent experience.
• Strong Excel and Access skills with data analysis ability.
• Ability to read, write and speak English clearly.

Responsibilities

• Forecast call volume and create staffing plans for contact centers.
• Develop and maintain forecasting/scheduling models and reports.
• Collaborate with leadership and cross-functional partners to capture forecast-impacting activities.
• Provide long-term forecasts to support strategic initiatives.
• Conduct workforce simulations and advise on staffing implications.

Skills

Excel

Access

Data analysis

Communication

Multitask management

Confidentiality

Decision making under pressure

Team collaboration

Independent work

Problem solving

Education

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

Tools

Aspect eWorkforce Management

IEX

Blue Pumpkin

SQL

Oracle

Job description

Spectrum is seeking a Workforce Management Analyst to analyze call volume trends, forecast needs, and provide scheduling recommendations for Charter contact centers. You will build and maintain forecasting models, coordinate with leaders across departments, and balance demand with agent capacity to meet service levels.

Qualifications include a Bachelor’s in a related field and strong Excel/Access skills, plus experience with WFM tools like Aspect, IEX, or Blue Pumpkin.