Workforce Management Administrator

About the role

As a Workforce Management Admin at Spectrum, you will oversee scheduling, reporting, and auditing functions to ensure optimal staffing and adherence standards. Your attention to detail and communication skills will help identify opportunities for improvement at individual, team, and center levels, directly supporting Spectrum’s commitment to service excellence.

Responsibilities

• Utilize scheduling software to adjust center resources, ensuring proper shift coverage in response to changes in call volume, service activity, or resource availability
• Absorb and manage overtime and voluntary time off to optimize staffing levels
• Optimize break and lunch schedules for efficient center staffing
• Monitor real-time adherence and call statistics, communicating with supervisors to manage on-phone and off-phone activity throughout the day
• Track and enter real-time exceptions such as sick calls, tardiness, and meetings into workforce management systems
• Manage benefit time accrual accounts, establish thresholds, and plan for both scheduled and unscheduled absences
• Audit and maintain data integrity within workforce management and related databases
• Monitor call volume and statistics to ensure scheduling and service level metrics are met
• Liaise with staff regarding workforce management practices and initiatives, updating leadership on staffing issues, performance measures, and call statistics
• Provide input on forecast projections and staffing requirements

Requirements

• Education: Bachelor’s degree in communications, business, or related field, or equivalent experience
• Experience: 2+ years of workforce management scheduling and forecasting software experience, 2+ years of inbound contact center environment experience
• Skills: Ability to read, write, speak, and understand English, data analysis and interpretation skills, clear oral and written communication with all levels of management and personnel, initiative and judgment to accomplish job duties, proficiency with personal computers and software applications such as word processing and spreadsheets, ability to work independently and collaboratively to resolve problems and handle requests, experience with scheduling and workforce management software such as Aspect eWorkforce Management and Real Time Adherence software, knowledge of cable television products and services

Qualifications

• Ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future

Skills

• Data analysis and interpretation skills
• Clear oral and written communication with all levels of management and personnel
• Decision-making and problem-solving under pressure
• Effective prioritization and organizational skills
• Initiative and judgment to accomplish job duties
• Proficiency with personal computers and software applications such as word processing and spreadsheets
• Ability to work independently and collaboratively to resolve problems and handle requests
• Experience with scheduling and workforce management software such as Aspect eWorkforce Management and Real Time Adherence software
• Knowledge of cable television products and services

Benefits

• 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

Pay

TBD

Schedule

TBD

Company Information

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. 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.

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