Workforce Management Analyst - Forecasting & Scheduling

About the role

As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets.

Responsibilities

• Develop and maintain robust forecasting and scheduling models using Spectrum’s Workforce Management tools to generate staffing requirements and schedules for contact centers
• Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators
• Determine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervals
• Capture forecast and staff-impacting activities by coordinating with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners
• Provide feedback and report on forecast results to business partners, helping refine scientific and accurate forecasting methodologies
• Align call demand with agent supply to achieve key performance objectives such as service level, utilization and budgeting
• Deliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategies

Requirements

• Bachelor’s degree in statistics, business or related field, or equivalent experience
• 2 years of workforce management scheduling and forecasting software experience
• 2 years of inbound contact center experience

Qualifications

• Ability to read, write, speak and understand English
• Advanced knowledge of Microsoft Excel and Microsoft Access
• Data analysis and interpretation skills
• Clear oral and written communication with all levels of management and company personnel
• Supervisory and motivational capabilities
• Decision-making and problem-solving under pressure
• Effective prioritization and organizational skills
• Initiative and sound judgment to accomplish job duties
• Proficiency with personal computer and software applications such as word processing and spreadsheets
• Ability to work independently and collaboratively to resolve problems
• Knowledge of cable television products and services
• Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)
• Knowledge of database applications (SQL, Oracle, Access)

Skills

• Ability to read, write, speak and understand English
• Advanced knowledge of Microsoft Excel and Microsoft Access
• Data analysis and interpretation skills
• Clear oral and written communication with all levels of management and company personnel
• Supervisory and motivational capabilities
• Decision-making and problem-solving under pressure
• Effective prioritization and organizational skills
• Initiative and sound judgment to accomplish job duties
• Proficiency with personal computer and software applications such as word processing and spreadsheets
• Ability to work independently and collaboratively to resolve problems
• Knowledge of cable television products and services
• Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)
• Knowledge of database applications (SQL, Oracle, Access)

Benefits

Charter Communications offers a comprehensive pay and benefits package that supports all aspects of employees' well-being at every stage of life.

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.