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Spectrum · 16 hours ago

Workforce Management Analyst

Stamford, CT

Full-time

Onsite

Entry, Mid Level

$60K/yr - $97K/yr

2+ years exp

Spectrum is a leading provider of communication and entertainment products for residential and business customers. The Workforce Management Analyst will analyze call volume trends and develop forecasting and scheduling models to enhance customer experience and operational efficiency in contact centers.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers

Actively and consistently support all efforts to simplify and enhance the customer experience

Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers

Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators

Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc

Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities

Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology

Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)

Provide long-term forecasts to management and product owners in support of future strategic initiatives

Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers

Perform other duties as requested by supervisor

Qualification

Workforce Management toolsData analysisForecastingMicrosoft ExcelMicrosoft AccessSQLOracleSupervisory skillsCable television knowledgeCommunication skillsProblem-solvingTime managementTeam collaborationConfidentialityWork independently

Required

Ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future

Ability to read, write, speak and understand English

Demonstrated knowledge of Microsoft Excel

Demonstrated 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 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.)

Knowledge of database applications (SQL, Oracle, Access, etc.)

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

Workforce management scheduling and forecasting software - 2 years

Inbound contact center experience - 2 years

Benefits

Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees