Workforce Scheduling & Analytics Specialist

Charter Communications; Town and Country (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Charter Communications is seeking a Workforce Management Admin to oversee scheduling, reporting and auditing. The role focuses on optimizing staffing to meet service levels and providing actionable workforce insights across centers.

You will monitor real-time adherence, manage overtime/VTO, and collaborate with leadership to forecast staffing needs. The position requires a Bachelor's degree and 2+ years in a similar WFM role.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 2+ years in Workforce Management scheduling/forecasting for an inbound contact center.
• Experience using scheduling and WFM software; ability to analyze data and communicate insights.

Responsibilities

• Utilize scheduling software to determine proper shift coverage and resource allocation.
• Assist in managing overtime and voluntary time off (VTO) and optimize breaks.
• Monitor real-time adherence and call statistics; communicate with supervisors.
• Audit data integrity in eWorkforce Management systems and related databases.
• Provide input on forecasts and staffing requirements; report on performance metrics.

Skills

Scheduling software

Data analysis

Communication skills

Multitasking

Confidentiality

Independent worker

Team collaboration

English proficiency

Problem solving

Education

Bachelor's degree

Tools

Aspect eWorkforce Management

Real Time Adherence

Job description

Charter Communications is seeking a Workforce Management Admin to oversee scheduling, reporting and auditing. The role focuses on optimizing staffing to meet service levels and providing actionable workforce insights across centers.

You will monitor real-time adherence, manage overtime/VTO, and collaborate with leadership to forecast staffing needs. The position requires a Bachelor's degree and 2+ years in a similar WFM role.