Workforce Scheduling & Analytics Specialist

Charter Communications; Charlotte (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

Spectrum is seeking a Workforce Management Admin to oversee scheduling, reporting and auditing to optimize staffing and adherence. The role emphasizes attention to detail, communication, and collaboration with center leadership to improve service performance.

Responsibilities include adjusting resources in response to call volume, managing overtime, and ensuring data integrity across WFM systems. You will contribute to forecasting and staffing planning, supporting 24-hour service operations.

Qualifications

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

Responsibilities

• Use scheduling software to adjust center resources and ensure shift coverage.
• Assist with managing overtime and voluntary time off to optimize staffing.
• Optimize break and lunch schedules for efficient center staffing.
• Monitor real-time adherence and call statistics; communicate with supervisors to manage activity.
• Track and enter real-time exceptions such as sick calls, tardiness and meetings.
• Manage benefit time accrual accounts; establish thresholds and plan for absences.
• Audit and maintain data integrity within workforce management systems.
• Monitor call volume and statistics to meet scheduling and service level metrics.
• Liaise with staff regarding workforce management practices and update leadership on staffing issues and metrics.
• Provide input on forecast projections and staffing requirements.

Skills

Scheduling software

Overtime management

Real-time adherence

Data analysis

English proficiency

Communication

Prioritization

Problem solving

Excel

Aspect eWorkforce Management

Education

Bachelor's degree in communications, business or related field

Tools

Real Time Adherence software

Aspect eWorkforce Management

Job description

Spectrum is seeking a Workforce Management Admin to oversee scheduling, reporting and auditing to optimize staffing and adherence. The role emphasizes attention to detail, communication, and collaboration with center leadership to improve service performance.

Responsibilities include adjusting resources in response to call volume, managing overtime, and ensuring data integrity across WFM systems. You will contribute to forecasting and staffing planning, supporting 24-hour service operations.