Workforce Management Analyst

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.

• Actively and consistently support all efforts to simplify and enhance the customer experience. Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.
• Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
• Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
• Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
• Provide long-term forecasts to management and product owners in support of future strategic initiatives.
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
• Perform other duties as requested by supervisor.

• Ability to read, write, speak and understand English
• Demonstrated knowledge of Microsoft Excel
• Demonstrated knowledge of Microsoft Access
• Ability to analyze and interpret data
• Ability to communicate orally and in writing in a clear and straightforward manner
• Ability to communicate with all levels of management and company personnel
• Ability to handle multiple projects and tasks
• Ability to maintain confidentiality
• Ability to supervise and motivate others
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Ability to show judgment and initiative and to accomplish job duties
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
• Ability to work independently
• Ability to work with others to resolve problems, handle requests or situations
• Knowledge of cable television products and services
• Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)
• Knowledge of database applications (SQL, Oracle, Access, etc.)

Bachelor degree in statistics, business, related field, or equivalent experience

• Workforce management scheduling and forecasting software - 2 years
• Inbound contact center experience - 2 years

Office environment with 24-hour service capability

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.

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.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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.