About this role
Job Summary
Looking for a position where your analytical abilities drive operational success? As a Senior Workforce Management Analyst, you’ll align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules for enhanced productivity. Your contributions will directly shape customer satisfaction and operational efficiency at Spectrum.
Responsibilities
How You’ll Make an Impact
- Validate long-term forecasts for accuracy by analyzing recent trends in contact volume, productivity, and site-level staffing capabilities
- Control and adjust workforce management software scheduling variables to accommodate out-of-pattern days and next-day forecasts, ensuring staffing matches requirements
- Collaborate with call center site leaders to attain new staff through overtime and voluntary time off, optimizing service levels and occupancy
- Monitor and manage intraday staffing in internal and outsourced centers, balancing staff requirements and ensuring compliance to forecast agreements
- Guide and coordinate internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activities
- Communicate with staffing teams to identify trends impacting staff availability, such as absenteeism and turnover, and make real-time adjustments to forecasts
- Instruct and coordinate optimal scheduling of team meetings, supervisor coaching sessions, and training for efficient management of off-phone activity
- Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively throughout the day
- Interface with internal and external departments to resolve call routing or tool issue anomalies, ensuring timely escalation and communication until resolution
- Analyze post-day activities, recommend action plans to strengthen results, and monitor implementation to achieve desired outcomes
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in statistics, business or related field
Experience
- 5+ years of workforce management scheduling and forecasting
- 4+ years of inbound contact center experienc
Skills
- Acute sense of urgency
- Ability to work independently and resolve problems collaboratively
- Strong data analysis and interpretation skills
- Clear oral and written communication abilities across all management levels
- Capable of handling multiple projects and tasks while maintaining confidentiality
- Indirect supervision and motivation skills
- Effective decision-making and problem-solving under pressure
- Advanced Microsoft Excel proficiency
- Working knowledge of Microsoft Access
- Knowledge of cable television products and services
- Advanced proficiency with Aspect eWorkforce Management or similar applications