About this role
Job Summary
Curious about how real-time analysis and strategic staffing decisions can shape an exceptional customer experience? As a Traffic Workforce Analyst at Spectrum, you will monitor, assess and optimize contact center operations to ensure service levels remain high and staffing is aligned to customer demand. Your keen analytical skills and coordination will directly influence the efficiency and impact of our customer support teams.
Responsibilities
How You’ll Make an Impact
- Review and analyze Forecasting and Staffing Analysts’ projections to ensure accuracy based on trends and staffing levels
- Update intraday contact volume and handle time metrics across call types and centers using real-time data
- Adjust staffing forecasts in eWFM for out-of-pattern days and next-day requirements, ensuring the most accurate view of needs
- Negotiate and coordinate staffing adjustments, including overtime and voluntary time off, with internal and outsourced teams to meet service goals
- Provide guidance to Workforce Management teams on real-time activities and communicate trends impacting staffing availability
- Instruct and coordinate scheduling of meetings, coaching and training to optimize intraday operations
- Develop and share detailed analyses when service or occupancy goals are missed, escalate issues and collaborate with cross-functional teams for timely resolution
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 a related field, or equivalent experience
Experience
- 2+ years of experience with workforce management scheduling and forecasting software
- 2+ years of inbound contact center experience
Skills
- Ability to read, write, speak and understand English
- Working knowledge of statistical analysis techniques such as multivariate regression analysis and seasonality techniques
- Demonstrated sense of urgency
- Intermediate knowledge of Microsoft Excel
- Working knowledge of Microsoft Access
- Ability to analyze and interpret data
- Clear and effective oral and written communication skills
- Ability to communicate with all levels of management and personnel
- Ability to handle multiple projects and tasks
- Ability to maintain confidentiality
- Ability to indirectly supervise and motivate others
- Strong decision-making and problem-solving skills under pressure
- Effective prioritization and organizational abilities
- Initiative and sound judgment in completing job duties
- Proficiency in 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