Spectrum Jobs

Manager, Workforce Management (Admin Team)

Spectrum

Manager, Workforce Management (Admin Team)

Posted Yesterday

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Charlotte, NC, USA

In-Office

Junior

Information Technology • Internet of Things • Mobile • On-Demand • Software

The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company.

The Role

Leads workforce management for contact center operations by overseeing forecasting, scheduling, staffing adjustments, service levels, occupancy, overtime, and intraday activities. Analyzes productivity and staffing trends, validates forecasts, coordinates with internal and outsourced centers, manages workforce systems and processes, and develops team capabilities. The role requires advanced Excel, workforce management scheduling and forecasting experience, inbound contact center experience, and strong analytical, communication, and problem-solving skills.

Summary Generated by Built In

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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.
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)

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.

#LI-DH1
CWF520 2026-85023 CWF520 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive 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.
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.

Skills Required

Bachelor's degree in business administration or finance, or equivalent work experience
2 or more years of workforce management scheduling and forecasting experience
2 or more years of inbound contact center experience
Advanced Excel skills
Strong sense of urgency and ability to work independently
Ability to resolve problems and handle requests collaboratively
Proficiency analyzing and interpreting data
Effective oral and written communication skills
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
Advanced knowledge of Aspect eWorkforce Management or a similar application
2 or more years of business, finance, or operational experience

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — The 401(k) program is described as dollar‑for‑dollar up to 6% of pay, with many roles also receiving an additional 3% employer retirement contribution. Feedback suggests this creates a notably strong foundation for long‑term savings.
Healthcare Strength — Core medical, dental, and vision coverage is paired with health accounts and mental‑health resources, with up to $1,500 funded into a healthcare account for some national plans. Company materials also indicate efforts to keep employee premiums stable over time.
Parental & Family Support — Paid parental leave (six weeks for parents, 14 weeks for birth mothers), fertility benefits, and up to $15,000 for adoption/surrogacy reimbursement are highlighted. These offerings indicate meaningful support for family building and caregiving needs.

Learn more about Spectrum's Compensation & Benefits →

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The Company

HQ: Stamford, CT

100,000 Employees

Year Founded: 1993

What We Do

At Spectrum, our Product & Technology teams build the platforms and tools that power seamless connectivity and entertainment across Internet, WiFi, Video, Mobile and Voice. Supporting more than 500 million devices, we’re transforming the next era of connected experiences with some of the fastest, most reliable and advanced services in the nation. It’s an unmatched environment for designers, architects, engineers, developers, operators and data scientists to grow their careers, solve complex challenges and collaborate to deliver exceptional customer experiences. Join us to help deliver what’s next.

Why Work With Us

At Spectrum, we continually refine technology, process, and structure. We are committed to delivering a superior network infrastructure, the most competitive products, and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.