This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Seeking a strategic leader to drive workforce optimization and service excellence? At Spectrum, the Mgr, Workforce Management oversees the teams and processes that ensure our staffing aligns with operational needs, maximizing productivity and service levels through real-time monitoring and proactive scheduling. Your expertise will shape efficient workforce solutions, directly impacting Spectrum’s ability to deliver outstanding customer experiences

How You’ll Make an Impact

Lead, develop and enhance the workforce management teams, systems and processes to support operational goalsAnalyze and validate long-term forecasts based on recent results, contact volume trends and productivity to ensure accurate staffing projectionsAdjust scheduling variables in workforce software to accommodate out-of-pattern days, such as holidays or outages, and update next-day forecasts to reflect current staffing requirementsCollaborate with call center site leaders to facilitate new staff attainment, overtime and voluntary time off, optimizing service level and occupancyMonitor and manage intraday staffing across internal and outsourced centers to maintain balanced staff requirements and compliance with forecast agreementsProvide guidance to internal and outsourced teams in real-time administration of overtime and voluntary time off activitiesCommunicate staffing trends and events impacting availability, make real-time adjustments to forecasts and coordinate optimal intraday scheduling for meetings, training and coachingAssess call statistics, schedule adherence and communicate with teams to ensure efficient management of on-phone and off-phone activity throughout the dayInterface with departments to resolve call routing or tool issues, facilitate staffing adjustments and ensure timely communication until resolutionAnalyze post-day activities, 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

Experience

6+ years of workforce management scheduling and forecasting4+ years of inbound contact center experience

Skills

Ability to read, write, speak and understand EnglishDeveloped sense of urgencyAbility to work independently and resolve problems collaborativelyStrong data analysis and interpretation skillsClear and straightforward oral and written communicationAbility to interact with all levels of management and company personnelMulti-tasking and project management abilitiesConfidentiality maintenanceIndirect supervision and motivational capabilitiesDecision-making and problem-solving under pressurePrioritization and organizational skillsInitiative and judgment to accomplish job dutiesProficiency with personal computers and software applicationsAdvanced knowledge of Microsoft ExcelWorking knowledge of Microsoft AccessUnderstanding of cable television products and servicesExperience with Aspect eWorkforce Management or similar applications

Preferred Qualifications

Experience

2+ years of management or leadership experience

CWF520 2026-72582 2026

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: 13533 Business Unit: Customer Operations Zip Code: 28273

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.