Workforce Management Admin

Interested in driving operational efficiency through strategic scheduling and reporting? 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.

How You’ll Make an Impact

• Utilize scheduling software to adjust center resources, ensuring proper shift coverage in response to changes in call volume, service activity or resource availability
• Assist with managing 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

Working Conditions

• Office environment with 24-hour service capability

What You’ll Bring to Spectrum

Required Qualifications

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
• Ability to handle multiple projects and maintain confidentiality
• 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

Preferred Qualifications

Experience

• Multi-channel contact center management experience