Senior Traffic Workforce Analyst

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Seeking a role where your analytical skills directly influence operational excellence? As a Sr Traffic Workforce Analyst at Spectrum, you will interpret real-time data to optimize staffing, service levels, and contact center performance. Your expertise drives the accuracy of forecasts and supports seamless customer interactions, ensuring your work has measurable impact on Spectrum’s business results. How You’ll Make An Impact Prepare, analyze and interpret employee forecasts to ensure accuracy, identify trends in contact volume and average handle time, and confirm staffing levels across multiple sitesProvide insights into intraday contact volume and handle time using global forecasts and real-time data, making manual adjustments for out-of-pattern eventsAdjust daily forecasts to match staffing requirements, serving as the main contact for staff attainment to maximize occupancy and service levelsManage intraday staffing and balance overtime and voluntary time off across internal and outsourced contact centers, ensuring compliance with forecast agreementsCommunicate trends in absenteeism, turnover and other factors affecting staffing, making timely adjustments to forecasts for the most accurate staffing requirementsSchedule and optimize team meetings, coaching sessions and training activities to maintain efficient on-phone and off-phone activityMonitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectivelyDevelop and share intraday service level and occupancy analyses, escalating issues and anomalies promptlyConduct post-day activity analysis, recommend action plans and monitor implementation to strengthen outcomesTrain new staff and contribute to special projects at both enterprise and call center levels Required Qualifications What You’ll Bring to Spectrum Education Bachelor’s degree in statistics, business or related field or equivalent experience Experience 4-6 years of workforce management scheduling and forecasting software experience4-6 years of inbound contact center experienc Skills Expertise in statistical analysis techniques including multivariate regression and seasonality methodsAdvanced Microsoft Excel skillsKnowledge of Microsoft AccessStrong data analysis and interpretation abilitiesClear and straightforward oral and written communication skillsAbility to engage with all levels of management and personnelSkilled in managing multiple projects and tasksAbility to maintain confidentialityIndirect supervision and motivation of othersDecision-making and problem-solving under pressureEffective prioritization and organizationDemonstrates judgment, initiative and task accomplishmentAdvanced personal computer and software application abilitiesCapability to work independently and collaborativelyFamiliarity with cable television products and servicesAdvanced knowledge of Aspect eWorkforce Management or similar applications CWF340 2026-85507 CWF340 2026 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.