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Workforce Management Analyst - Traffic (Real-time)

Spectrum

Louisville, KY

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JOB DETAILS
SKILLS
Analysis Skills, Aspect Workforce Management, Cable Television, Calendar Management, Call Centers, Call Routing, Coaching, Computer Skills, Customer Support/Service, Data Analysis, Detail Oriented, English Language, Establish Priorities, Forecasting, Inbound Call Centers, Kronos Workforce Scheduler, Microsoft Access Database, Microsoft Excel, Multitasking, Organizational Skills, Outsourcing, PC Software, Presentation/Verbal Skills, Problem Solving Skills, Regulatory Compliance, Spreadsheets, Staff Requirements, Statistics, Virtualization, Word Processing, Workforce Management
LOCATION
Louisville, KY
POSTED
Today
Job Summary

Looking to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real-time and intraday analysis, responsive staffing managementand coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.

Responsibilities

How You'll Make an Impact
  • Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainment
  • Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs
  • Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements
  • Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy
  • Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements
  • Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
  • Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions
  • Analyze and communicate service level and occupancy results, escalate issues as needed and interface with departments to resolve call routing or tool anomalies
  • Collaborate on post-day activity analysis, recommend action plans and monitor implementation to strengthen operational results
Working Conditions
  • Office environment with 24-hour service capability
Qualifications

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
  • Working knowledge of statistical analysis techniques, including multivariate regression and seasonality
  • Demonstrated sense of urgency
  • Intermediate Microsoft Excel skills
  • Working knowledge of Microsoft Access
  • Strong 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
  • Indirect supervision and motivational abilities
  • Decision-making and problem-solving under pressure
  • Effective prioritization and organizational skills
  • Initiative and 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)

About the Company

S

Spectrum

Charter Communications, Inc. (NASDAQ:CHTR) is a leading broadband connectivity company and cable operator serving more than 31 million customers in 41 states through its Spectrum brand. Over an advanced communications network, the company offers a full range of state-of-the-art residential and business services including Spectrum Internet®, TV, Mobile and Voice. For small and medium-sized companies, Spectrum Business® delivers the same suite of broadband products and services coupled with special features and applications to enhance productivity, while for larger businesses and government entities, Spectrum Enterprise provides highly customized, fiber-based solutions. Spectrum Reach® delivers tailored advertising and production for the modern media landscape. The company also distributes award-winning news coverage, sports and high-quality original programming to its customers through Spectrum Networks and Spectrum Originals. More information about Charter can be found at corporate.charter.com.
COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer/IT Services
FOUNDED
1993
WEBSITE
https://jobs.spectrum.com/

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