Spectrum Jobs

Workforce Management Analyst - Traffic (Real-time)

Spectrum

Workforce Management Analyst - Traffic (Real-time)

Posted 8 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

Analyzes real-time contact center performance, forecasts, staffing levels, service levels, and occupancy. Adjusts intraday forecasts, coordinates overtime and voluntary time off, manages staffing across internal and outsourced centers, and escalates operational issues. The role collaborates with sites and internal teams to resolve anomalies, optimize scheduling, and implement post-day improvement plans. Requires workforce management software experience, contact center knowledge, statistical analysis skills, and proficiency with Excel and Access.

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

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-DH1
CWF360 2026-85035 CWF360 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, 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
Intermediate Microsoft Excel skills
Working knowledge of Microsoft Access
Strong data analysis and interpretation skills
Clear oral and written communication skills
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 software applications, including 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 such as IEX or Blue Pumpkin

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.