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The Role
Monitor and adjust real-time contact volume and staffing forecasts, manage intraday scheduling (overtime, voluntary time off), coordinate with sites and vendors, analyze service levels and occupancy, troubleshoot routing/tool issues, and recommend post-day actions to optimize contact center performance.
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 to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real-time and intraday analysis, responsive staffing management and coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.
How You'll Make an Impact
Working Conditions
What You'll Bring to Spectrum
Required Qualifications
Education
Experience
Skills
#LI-JK4
CWF360 2026-72600 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.
Looking to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real-time and intraday analysis, responsive staffing management and coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.
How You'll Make an Impact
- Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainment
- Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs
- Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements
- Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy
- Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements
- Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
- Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions
- Analyze and communicate service level and occupancy results, escalate issues as needed and interface with departments to resolve call routing or tool anomalies
- Collaborate on post-day activity analysis, recommend action plans and monitor implementation to strengthen operational results
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
- Working knowledge of statistical analysis techniques, including multivariate regression and seasonality
- Demonstrated sense of urgency
- Intermediate Microsoft Excel skills
- Working knowledge of Microsoft Access
- Strong data analysis and interpretation skills
- Clear oral and written communication with all levels of management and personnel
- Ability to handle multiple projects and maintain confidentiality
- Indirect supervision and motivational abilities
- Decision-making and problem-solving under pressure
- Effective prioritization and organizational skills
- Initiative and 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)
#LI-JK4
CWF360 2026-72600 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
- Working knowledge of statistical analysis techniques, including multivariate regression and seasonality
- Demonstrated sense of urgency
- Intermediate Microsoft Excel skills
- Working knowledge of Microsoft Access
- Strong data analysis and interpretation skills
- Clear oral and written communication with all levels of management and personnel
- Ability to handle multiple projects and maintain confidentiality
- Indirect supervision and motivational abilities
- Decision-making and problem-solving under pressure
- Effective prioritization and organizational skills
- Initiative and 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)
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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Austin, TX
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Los Angeles, CA
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