About this role
Job Summary
Unlock the opportunity to lead a dynamic team at Spectrum, where you’ll oversee the implementation of short-term forecasting aligned with long-term planning. If you thrive on maximizing occupancy and service levels through real-time analysis and strategic staffing management, this position empowers you to drive operational excellence and make a meaningful impact on our customer experience.
Responsibilities
How You’ll Make an Impact
- Lead, develop and enhance the people, systems and processes supporting workforce management
- Review, analyze and validate long-term forecasts for accuracy using recent results and productivity trends
- Control and adjust scheduling variables in workforce management software to ensure optimal staffing after holidays, special events or outages
- Collaborate with call center site leaders to maximize service levels and occupancy by managing staffing requirements and coordinating overtime and voluntary time off
- Monitor intraday staffing in internal and outsourced call centers to balance staff requirements and ensure compliance with forecast agreements
- Communicate with internal and external teams to identify trends impacting staffing availability and make real-time adjustments to forecasts
- Coordinate intraday scheduling of meetings, coaching sessions, training, and other off-phone activities for optimal efficiency
Working Conditions
- Office environment (four days/one day remote)
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business administration or finance and/or equivalent work experience.
Experience
- 2+ years workforce management scheduling and forecasting experience
- 2+ years inbound contact center experience
- Advanced Excel skills
Skills
- Strong sense of urgency and ability to work independently
- Ability to resolve problems and handle requests collaboratively
- Proficient in analyzing and interpreting data
- Effective oral and written communication skills
- Comfortable interacting with all levels of management and personnel
- Ability to manage multiple projects and tasks
- Skill in indirect supervision and motivating others
- Decision-making and problem-solving abilities under pressure
- Strong prioritization and organizational skills
Preferred Qualifications
Skills
- Advanced knowledge of Aspect eWorkforce Management of similar application
- 2+ years business, finance, operational experiene - strategic and business minded.