Job details

Workforce Management Analyst

Company Description

Spectrum

Job Description

Posting Job Description :JOB SUMMARY
The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Develops and maintains a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume. Creates staffing requirements and generate work schedules for contact centers.

Guide and manage indirect reporting relationships with a 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 provide 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.

PREFERRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Intermediate knowledge of Microsoft Excel
Working 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)
Education
Bachelor's degree in statistics, business or related field or equivalent experience

Related Work Experience
2 years of Workforce management scheduling and forecasting software
2 years of Inbound contact center experience

WORKING CONDITIONS
Office environment with 24-hour service capability

Average salary estimate

$65000 / YEARLY (est.)

min

max

$55000K

$75000K

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What You Should Know About Workforce Management Analyst, Dev

Are you an analytical thinker with a passion for optimizing workforce efficiency? If so, the Workforce Management Analyst position at Spectrum in Louisville is tailor-made for you! In this role, you'll dive deep into call volume trends, crafting precise forecasts and offering insightful scheduling recommendations that will enhance the customer experience across our Charter contact centers. You'll get to develop and maintain a comprehensive forecasting and scheduling model, utilizing cutting-edge Workforce Management tools to predict call volumes with remarkable accuracy. You'll also take the lead in creating staffing requirements and generating effective work schedules that align with our business goals. Collaboration is key, and you'll have opportunities to work closely with customer care leadership, marketing, technical operations, and various other departments to ensure our staffing meets the ever-evolving needs of our clients. With your skills in Microsoft Excel and a solid understanding of data analysis, you'll help guide the company in making informed, strategic decisions. If you're excited about the prospect of conducting workforce simulations and contributing to long-term forecasting, Spectrum is eager to welcome you aboard!

Frequently Asked Questions (FAQs) for Workforce Management Analyst Role at Dev

What are the main responsibilities of a Workforce Management Analyst at Spectrum?

As a Workforce Management Analyst at Spectrum, your primary responsibilities will include analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for our contact centers. You’ll maintain forecasting models, create staffing requirements, and work closely with various departments to align call demand with agent supply.