Spectrum Jobs

Workforce Management Admin

Spectrum

Workforce Management Admin

Posted 12 Days Ago

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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

Oversees workforce scheduling, forecasting support, real-time adherence, staffing coverage, absence tracking, and service-level reporting in an inbound contact center. Uses workforce management software to optimize shifts, breaks, overtime, and voluntary time off; audits workforce data, monitors call statistics, communicates staffing issues to leadership, and supports resource planning and operational improvements.

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 Workforce Management Admin is responsible for overseeing workforce management scheduling, reporting and auditing functions. This role will manage the resources required to meet optimal service level standards. It will also develop comprehensive reporting illustrating staffing and adherence effectiveness, and opportunities at individual, team, and center levels.
MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.
Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability.
Assist in the management of overtime and voluntary time off (VTO).
Optimize break and lunch scheduling to efficiently staff centers.
Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day.
Monitor and track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.).
Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences.
Audit and maintain the integrity of data in eWorkforce Management and related databases.
Monitor call volume and statistics to ensure adherence to scheduling and service level metrics.
Liaise with staff regarding workforce management practices and initiatives.
Update leadership on staffing issues, performance measures, and call statistics.
Provide input on forecast projections and staffing requirements.
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
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 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
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
Knowledge of cable television products and services

Required Education

Bachelor's degree in Communications, Business, related field, or equivalent experience

Required Related Work Experience and Number of Years

Workforce Management scheduling and forecasting software experience - 2+
Inbound Contact Center environment experience - 2+

PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years

Multi-channel Contact Center Management experience

#LI-DH1
CWF370 2026-85152 CWF370 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

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
Decision-making and problem-solving skills under pressure
Effective prioritization and organization skills
Judgment, initiative, and ability to accomplish job duties
Ability to use personal computers and software applications, including word processing and spreadsheets
Ability to work independently
Ability to collaborate to resolve problems and handle requests
Experience using scheduling and workforce management software, such as Aspect eWorkforce Management and Real Time Adherence software
Knowledge of cable television products and services
Bachelor's degree in Communications, Business, a related field, or equivalent experience
Two or more years of workforce management scheduling and forecasting software experience
Two or more years of inbound contact center experience
Multichannel contact center management experience

What the Team is Saying

Spectrum Compensation & Benefits Highlights

Retirement Support — The retirement program includes a dollar‑for‑dollar 401(k) match up to 6% of pay and an additional 3% company contribution to a Retirement Accumulation Plan for many eligible employees. This structure can make long‑term savings notably valuable.
Healthcare Strength — Multiple national medical options (plus Kaiser in some locations) are available, and certain plans include up to $1,500 in employer‑funded health accounts alongside dental, vision, and 24/7 counseling. These elements indicate broad coverage with meaningful employer support for out‑of‑pocket costs.
Leave & Time Off Breadth — Vacation, sick and personal days, paid holidays, and increasing vacation with tenure are part of the offering. This breadth provides formal time‑off pathways across different 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.