About this role
Job Summary
Seeking a role where your analytical skills directly influence operational excellence? As a Sr Traffic Workforce Analyst at Spectrum, you will interpret real-time data to optimize staffing, service levels, and contact center performance. Your expertise drives the accuracy of forecasts and supports seamless customer interactions, ensuring your work has measurable impact on Spectrum’s business results.
Responsibilities
How You’ll Make an Impact
- Prepare, analyze and interpret employee forecasts to ensure accuracy, identify trends in contact volume and average handle time, and confirm staffing levels across multiple sites
- Provide insights into intraday contact volume and handle time using global forecasts and real-time data, making manual adjustments for out-of-pattern events
- Adjust daily forecasts to match staffing requirements, serving as the main contact for staff attainment to maximize occupancy and service levels
- Manage intraday staffing and balance overtime and voluntary time off across internal and outsourced contact centers, ensuring compliance with forecast agreements
- Communicate trends in absenteeism, turnover and other factors affecting staffing, making timely adjustments to forecasts for the most accurate staffing requirements
- Schedule and optimize team meetings, coaching sessions and training activities to maintain efficient on-phone and off-phone activity
- Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively
- Develop and share intraday service level and occupancy analyses, escalating issues and anomalies promptly
- Conduct post-day activity analysis, recommend action plans and monitor implementation to strengthen outcomes
- Train new staff and contribute to special projects at both enterprise and call center levels
Qualifications
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in statistics, business or related field or equivalent experience
Experience
- 4-6 years of workforce management scheduling and forecasting software experience
- 4-6 years of inbound contact center experienc
Skills
- Expertise in statistical analysis techniques including multivariate regression and seasonality methods
- Advanced Microsoft Excel skills
- Knowledge of Microsoft Access
- Strong data analysis and interpretation abilities
- Clear and straightforward oral and written communication skills
- Ability to engage with all levels of management and personnel
- Skilled in managing multiple projects and tasks
- Ability to maintain confidentiality
- Indirect supervision and motivation of others
- Decision-making and problem-solving under pressure
- Effective prioritization and organization
- Demonstrates judgment, initiative and task accomplishment
- Advanced personal computer and software application abilities
- Capability to work independently and collaboratively
- Familiarity with cable television products and services
- Advanced knowledge of Aspect eWorkforce Management or similar applications