Curious about how data-driven insights shape exceptional customer experiences? 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. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum’s commitment to service excellence.

How You’ll Make an Impact

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
Coordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activities
Manage forecast results by providing feedback and reporting 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

Working Conditions

Office environment with 24-hour service capability

What You’ll Bring to Spectrum

Required Qualifications

Education

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

Experience

2 years of workforce management scheduling and forecasting software experience
2 years of inbound contact center experience

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
Ability to handle multiple projects and maintain confidentiality
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)