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Traffic Workforce Analyst

Spectrum

Traffic Workforce Analyst

Posted An Hour Ago

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St Louis, MO, 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

Monitor real-time and intraday contact center volumes, average handle time, staffing, service levels, occupancy, adherence, overtime, and voluntary time off. Analyze forecasts, adjust workforce requirements in eWFM, coordinate internal and outsourced workforce teams, investigate performance misses, communicate operational impacts, and recommend corrective actions. The role supports 24-hour contact center operations and requires statistical analysis, reporting, and workforce management expertise.

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.
Responsible for maximizing occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and VTO), setting primary/secondary/reserve skilling, maintain staffing line adherence, and coordination of decentralized Workforce Management resources for outsourcer and Charter's virtualized contact centers.
MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience
Review, analyze and assess the Forecasting and Staffing Analysts' contact and FTE forecasts to insure the forecasts are accurate given recent results, trends in contact volume and AHT, as well as site level staffing attainment.
Update intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends.
Make manual adjustments in eWFM to account for out-of-pattern days, including days after holidays, PPV events, or outages.
Adjust, in eWFM, next day forecasts to reflect the current view of staffing requirements. Enter updates into the WFM Portal to adjust staffing needs as required.
Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.
Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.
Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off activities.
Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.
Make real time adjustments to staffing forecasts in eWFM, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.
Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.
Monitor real time call statistics schedule adherence and communicate with internal and outsource Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day.
Develop and communicate intraday service level and occupancy analysis to highlight events that cause to miss goal in any contact type. Such analysis should be thorough, self-explanatory, and detailed as to the cause of the miss (location, subscribers impacted, duration, trouble ticket number, posting of an announcement), the quantified impact of the miss (both for the interval(s) and day), and expected time for resolution.
Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice President level, based on time frame and impact.
Interface with internal and external departments when call routing, tool issue anomalies are presented so the impact is fully scoped, the proper escalation paths are followed for timely resolution, staffing adjustments are facilitated and communication paths remain open until resolution is obtained.
Work with the Forecasting and Staffing Analyst to assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.
Responsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.
Perform other duties as requested by supervisor

WORKING CONDITIONS

Office environment with 24-hour service capability

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English
Working knowledge of statistical analysis techniques, including multivariate regression analysis and seasonality techniques
Demonstrated sense of urgency
Intermediate knowledge of Microsoft Excel
Working knowledge of Microsoft Access
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 indirectly supervise and motivate others
Ability to make decisions and solve problems while working under pressure
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 independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)

Required Education

Bachelor's degree in statistics, business, related field or equivalent experience

Required Related Work Experience and Number of Years

Workforce management scheduling and forecasting software - 2+
Inbound contact center experience - 2+

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CWF360 2026-74154 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 in statistics, business, related field, or equivalent experience
2+ years of experience with workforce management scheduling and forecasting software
2+ years of inbound contact center experience
Working knowledge of statistical analysis techniques, including multivariate regression and seasonality techniques
Intermediate knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Knowledge of Aspect eWorkforce Management or similar applications such as IEX or Blue Pumpkin
Ability to analyze and interpret data
Ability to communicate clearly with management and company personnel
Ability to make decisions and solve problems under pressure
Knowledge of cable television products and services

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — A dollar-for-dollar 401(k) match, alongside an additional company retirement contribution for many employees, is positioned as a standout pillar of total rewards. Stock purchase opportunities with company-matched RSUs add a longer-term wealth component.
Affordable Benefits — Medical, dental, and vision coverage is paired with the employer absorbing annual premium increases for many years, helping keep employee premiums lower over time. Health care accounts and mental-health resources further support cost control and access.
Wellbeing & Lifestyle Benefits — Tuition-free education through Guild and up to $10,000 annually for approved external programs reduce out-of-pocket learning costs. Free or discounted Spectrum internet/TV/voice and sizable mobile discounts provide everyday savings beyond core insurance.

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The Company

HQ: Stamford, CT

100,000 Employees

Year Founded: 1993

What We Do

Our Product and Technology team creates, develops, and operates the nation’s fastest mobile service, most reliable internet service, most viewed live TV app, and the most advanced WiFi, serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together. The experience within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer, architect, engineer, developer, operator, or data scientist. We are creative, disciplined, hard-working, complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

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.