Workforce Scheduling & Analytics Administrator

Spectrum; Colony Acres (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Spectrum is seeking a Workforce Management Admin to oversee scheduling, reporting, and auditing. You will manage resources to meet service levels and develop reports showing staffing and adherence across centers.

You’ll monitor real-time adherence, track statistics, and communicate with supervisors to optimize staffing. A Bachelor’s in a related field and 2+ years in WFM in an inbound center are required.

Qualifications

• Bachelor’s degree in Communications, Business, related field, or equivalent experience.
• Workforce Management scheduling and forecasting software experience – 2+ years.
• Inbound Contact Center environment experience – 2+ years.
• Ability to read, write, speak and understand English.
• Knowledge of cable television products and services.

Responsibilities

• Oversee scheduling and forecasting to meet service level targets.
• Develop reports illustrating staffing, adherence, and performance.
• Monitor real-time adherence, call statistics and adjust resources accordingly.
• Liaise with staff on workforce management practices and initiatives.
• Provide leadership with staffing forecasts and requirements.

Skills

English proficiency

Data analysis

Communication skills

Multitasking

Confidentiality

Problem solving under pressure

Time management

Independent work

Team collaboration

PC software proficiency

Education

Bachelor’s degree in Communications, Business, related field, or equivalent experience

Tools

Aspect eWorkforce Management

Real Time Adherence software

Job description

Spectrum is seeking a Workforce Management Admin to oversee scheduling, reporting, and auditing. You will manage resources to meet service levels and develop reports showing staffing and adherence across centers.

You’ll monitor real-time adherence, track statistics, and communicate with supervisors to optimize staffing. A Bachelor’s in a related field and 2+ years in WFM in an inbound center are required.