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The Role
Analyze contact center volume and trends to build forecasts and schedules, align agent staffing to demand, collaborate with stakeholders, manage forecasting tools and reporting, and support long-term workforce planning and simulations.
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.
Curious about how data-driven insights shape exceptional customer experiences? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum's commitment to service excellence.
How You'll Make an Impact
Working Conditions
What You'll Bring to Spectrum
Required Qualifications
Education
Experience
Skills
#LI-JK4
CWF380 2026-72595 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.
Curious about how data-driven insights shape exceptional customer experiences? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum's commitment to service excellence.
How You'll Make an Impact
- Develop and maintain robust forecasting and scheduling models using Spectrum's Workforce Management tools to generate staffing requirements and schedules for contact centers
- Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators
- Determine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervals
- Coordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activities
- Manage forecast results by providing feedback and reporting to business partners, helping refine scientific and accurate forecasting methodologies
- Align call demand with agent supply to achieve key performance objectives such as service level, utilization and budgeting
- Deliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategies
Working Conditions
- Office environment with 24-hour service capability
What You'll Bring to Spectrum
Required Qualifications
Education
- Bachelor's degree in statistics, business or related field, or equivalent experience
Experience
- 2 years of workforce management scheduling and forecasting software experience
- 2 years of inbound contact center experience
Skills
- Ability to read, write, speak and understand English
- Advanced knowledge of Microsoft Excel and Microsoft Access
- Data analysis and interpretation skills
- Clear oral and written communication with all levels of management and company personnel
- Ability to handle multiple projects and maintain confidentiality
- Supervisory and motivational capabilities
- Decision-making and problem-solving under pressure
- Effective prioritization and organizational skills
- Initiative and sound judgment to accomplish job duties
- Proficiency with personal computer and software applications such as word processing and spreadsheets
- Ability to work independently and collaboratively to resolve problems
- Knowledge of cable television products and services
- Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)
- Knowledge of database applications (SQL, Oracle, Access)
#LI-JK4
CWF380 2026-72595 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 statistics, business or related field, or equivalent experience
- 2 years of workforce management scheduling and forecasting software experience
- 2 years of inbound contact center experience
- Ability to read, write, speak and understand English
- Advanced knowledge of Microsoft Excel and Microsoft Access
- Data analysis and interpretation skills
- Clear oral and written communication with all levels of management and company personnel
- Ability to handle multiple projects and maintain confidentiality
- Supervisory and motivational capabilities
- Decision-making and problem-solving under pressure
- Effective prioritization and organizational skills
- Initiative and sound judgment to accomplish job duties
- Proficiency with personal computer and software applications such as word processing and spreadsheets
- Ability to work independently and collaboratively to resolve problems
- Knowledge of cable television products and services
- Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)
- Knowledge of database applications (SQL, Oracle, Access)
What the Team is Saying
Eilisa
Group Vice President, Service Delivery Applications
Stephanie
Sr. Director, Video Tools & Automation
Raquenel
Senior Director, Product Insights
Mary
GVP, Network Security Operations
Kat K.
Director of Field Operations
Spectrum Compensation & Benefits Highlights
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Retirement Support — Retirement funding is highlighted by a dollar‑for‑dollar 401(k) match up to 6% of pay plus an additional 3% company contribution for most employees. Feedback suggests this effectively delivers up to 9% in company contributions when employees contribute at least 6%.
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Healthcare Strength — Health coverage includes multiple national medical options (plus Kaiser in some areas), dental/vision, EAP counseling, and up to $1,500 in employer funding to a health account for certain plans. The company states it has absorbed premium increases for medical, dental, and vision for 12 consecutive years.
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Wellbeing & Lifestyle Benefits — Education at no cost via Guild covers selected associate, bachelor’s, certificate and bootcamp programs, with up to $10,000/year for certain graduate or out‑of‑catalog programs. Connectivity perks include free and discounted Spectrum services and deep Spectrum Mobile discounts for eligible lines.
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The Company
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.
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