Spectrum Jobs

Senior Workforce Management Analyst

Spectrum

Senior Workforce Management Analyst

Posted 8 Days Ago

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Charlotte, NC, 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

Analyzes workforce forecasts, staffing levels, schedules, service levels, and real-time contact center performance. Adjusts workforce management software variables, coordinates overtime and voluntary time off, monitors schedule adherence, resolves routing and tool issues, and collaborates with internal and outsourced teams. Uses post-day analysis to recommend and track corrective actions that improve operational efficiency and customer satisfaction.

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.
Looking for a position where your analytical abilities drive operational success? As a Senior Workforce Management Analyst, you'll align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules for enhanced productivity. Your contributions will directly shape customer satisfaction and operational efficiency at Spectrum.
How You'll Make an Impact

Validate long-term forecasts for accuracy by analyzing recent trends in contact volume, productivity, and site-level staffing capabilities
Control and adjust workforce management software scheduling variables to accommodate out-of-pattern days and next-day forecasts, ensuring staffing matches requirements
Collaborate with call center site leaders to attain new staff through overtime and voluntary time off, optimizing service levels and occupancy
Monitor and manage intraday staffing in internal and outsourced centers, balancing staff requirements and ensuring compliance to forecast agreements
Guide and coordinate internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activities
Communicate with staffing teams to identify trends impacting staff availability, such as absenteeism and turnover, and make real-time adjustments to forecasts
Instruct and coordinate optimal scheduling of team meetings, supervisor coaching sessions, and training for efficient management of off-phone activity
Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively throughout the day
Interface with internal and external departments to resolve call routing or tool issue anomalies, ensuring timely escalation and communication until resolution
Analyze post-day activities, recommend action plans to strengthen results, and monitor implementation to achieve desired outcomes

What You'll Bring to Spectrum
Required Qualifications
Education

Bachelor's degree in statistics, business or related field

Experience

5+ years of workforce management scheduling and forecasting
4+ years of inbound contact center experienc

Skills

Acute sense of urgency
Ability to work independently and resolve problems collaboratively
Strong data analysis and interpretation skills
Clear oral and written communication abilities across all management levels
Capable of handling multiple projects and tasks while maintaining confidentiality
Indirect supervision and motivation skills
Effective decision-making and problem-solving under pressure
Advanced Microsoft Excel proficiency
Working knowledge of Microsoft Access
Knowledge of cable television products and services
Advanced proficiency with Aspect eWorkforce Management or similar applications

#LI-DH1
CWF350 2026-85027 CWF350 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 Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you'll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products.
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 statistics, business, or a related field
5+ years of workforce management scheduling and forecasting experience
4+ years of inbound contact center experience
Advanced Microsoft Excel proficiency
Working knowledge of Microsoft Access
Advanced proficiency with Aspect eWorkforce Management or similar applications
Strong data analysis and interpretation skills
Clear oral and written communication abilities across management levels
Ability to work independently and resolve problems collaboratively
Ability to handle multiple projects and tasks while maintaining confidentiality
Indirect supervision and motivation skills
Effective decision-making and problem-solving under pressure
Knowledge of cable television products and services
Ability to work lawfully in the U.S. without employment-based immigration sponsorship now or in the future

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — Feedback suggests the company’s retirement programs, including a dollar‑for‑dollar 401(k) match and additional employer contributions for many roles, are standout parts of total compensation. Employees often highlight these features as meaningful long‑term value.
Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health offerings are consistently described as a core strength. When combined with broader protections and health‑account options, feedback suggests the package feels competitive.
Parental & Family Support — Paid parental leave, extended leave for birth mothers, fertility support, and adoption/surrogacy assistance are prominently featured. Feedback suggests these family‑building benefits enhance the overall appeal of the package.

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.