Workforce Management Analyst

Workforce Management Analyst

Curious about how data-driven insights shape exceptional customer experiences? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum's commitment to service excellence.

Responsibilities

How You'll Make an Impact

• Develop and maintain robust forecasting and scheduling models using Spectrum's Workforce Management tools to generate staffing requirements and schedules for contact centers
• Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators
• Determine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervals
• Coordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activities
• Manage forecast results by providing feedback and reporting to business partners, helping refine scientific and accurate forecasting methodologies
• Align call demand with agent supply to achieve key performance objectives such as service level, utilization and budgeting
• Deliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategies

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
• Advanced knowledge of Microsoft Excel and Microsoft Access
• Data analysis and interpretation skills
• Clear oral and written communication with all levels of management and company personnel
• Ability to handle multiple projects and maintain confidentiality
• Supervisory and motivational capabilities
• Decision-making and problem-solving under pressure
• Effective prioritization and organizational skills
• Initiative and sound 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)
• Knowledge of database applications (SQL, Oracle, Access)