Spectrum Jobs

Senior Manager, Workforce Management

Spectrum

Senior Manager, Workforce Management

Posted 10 Hours Ago

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Louisville, KY, USA

In-Office

Senior level

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 local workforce management teams and ensures forecasted staffing plans are executed across customer care operations. Oversees forecasting, staffing adjustments, shrinkage, overtime, voluntary time off, routing, skill strategies, analytics, and communication of operational impacts. Standardizes processes, manages workforce management technology, coordinates training, drives productivity improvements, and leads multiple initiatives. Requires collaboration with call center leadership and departments including Marketing, HR, and Operations, with travel up to 50%.

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.
The Sr Mgr, Workforce Management is responsible for managing the local workforce management teams and to ensure the forecasted plan is being executed successfully. Developing and communicating consistent workforce management processes and procedures to all levels of the organization.
MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience
Execute the forecasted plan with precision.
WFM Liaison with all levels of Call Center Leadership.
Manages and provide strategic direction to local WFM teams.
Manages process consistency across all local workforce management organizations.
Manages and contributes to routing and skilling strategies for the organization.
Manage shrinkage, overtime, and VTO planning and analytics and provide operations with employee trending.
Responsible for reacting to the reforecasted requirements throughout the day to ensure staff is adjusted to the trends.
Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.
Urgently takes action on any people or process opportunities across the workforce management organizations.
Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
Execute on multiple dynamic project implementations simultaneously.
Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.
Deploy and manage eWFM or other workforce management technologies.
Develop and implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
Perform other duties and responsibilities as assigned.

WORKING CONDITIONS

Office environment
Travel - this position will require travel up to 50%
Relocation may be required based on business needs

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects and tasks
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work in an unstructured, fast-paced environment
Ability to work independently
Ability to work with and motivate others
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of performance management concepts and methodology
Knowledge of report writers

Required Education

Bachelor's degree or equivalent work experience

Required Related Work Experience and Number of Years

Workforce Management experience in a management capacity - 5+
Customer Care and/or Call Center experience - 7+

#LI-KB2
CWF600 2026-85233 CWF600 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

Ability to work lawfully in the U.S. without employment-based immigration sponsorship now or in the future
Bachelor's degree or equivalent work experience
5+ years of workforce management experience in a management capacity
7+ years of customer care and/or call center experience
Ability to read, write, speak, and understand English
Ability to analyze and interpret data
Clear oral and written communication skills
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems under pressure
Ability to prioritize and organize effectively
Judgment, initiative, and ability to accomplish job duties
Ability to use personal computers and software applications, including word processing and spreadsheets
Ability to work in an unstructured, fast-paced environment
Ability to work independently and motivate others
Ability to collaborate to resolve problems and handle requests or situations
Knowledge of cable television products and services
Knowledge of performance management concepts and methodology
Knowledge of report writers

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.