Workforce Management Analyst - Forecasting & Scheduling

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.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.How You’ll Make an ImpactDevelop and maintain robust forecasting and scheduling models using Spectrum’s Workforce Management tools to generate staffing requirements and schedules for contact centersGuide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling AdministratorsDetermine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervalsCoordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activitiesManage forecast results by providing feedback and reporting to business partners, helping refine scientific and accurate forecasting methodologiesAlign call demand with agent supply to achieve key performance objectives such as service level, utilization and budgetingDeliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategiesWorking ConditionsOffice environment with 24-hour service capabilityWhat You’ll Bring to SpectrumRequired QualificationsEducationBachelor’s degree in statistics, business or related field, or equivalent experienceExperience2 years of workforce management scheduling and forecasting software experience2 years of inbound contact center experienceSkillsAbility to read, write, speak and understand EnglishAdvanced knowledge of Microsoft Excel and Microsoft AccessData analysis and interpretation skillsClear oral and written communication with all levels of management and company personnelAbility to handle multiple projects and maintain confidentialitySupervisory and motivational capabilitiesDecision-making and problem-solving under pressureEffective prioritization and organizational skillsInitiative and sound judgment to accomplish job dutiesProficiency with personal computer and software applications such as word processing and spreadsheetsAbility to work independently and collaboratively to resolve problemsKnowledge of cable television products and servicesFamiliarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)Knowledge of database applications (SQL, Oracle, Access)#LI-JK4 CWF380 2026-72595 2026 Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life. A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.