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 role where your leadership shapes operational efficiency and service excellence? As Mgr, Workforce Management at Spectrum, you will oversee teams and processes that ensure staffing aligns with both short-term and long-term goals, maximizing productivity and service levels through real-time monitoring and proactive scheduling. Your decisions will directly influence Spectrum’s commitment to delivering outstanding customer experiences.

How You’ll Make an Impact

Lead, develop and enhance workforce management teams, systems and processes to support operational objectivesAnalyze and validate long-term forecasts for accuracy, considering recent results, contact volume trends and productivity to ensure precise staffing projectionsAdjust scheduling variables in workforce management software for out-of-pattern days and update next-day forecasts to meet current staffing needsCollaborate with call center site leaders to facilitate new staff attainment, overtime and voluntary time off, optimizing service levels 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 administering real-time overtime and voluntary time off activities, and communicate staffing trends impacting availabilityMake real-time adjustments to staffing forecasts, coordinate intraday scheduling for meetings and training, and ensure efficient management of on-phone and off-phone activity throughout the dayDevelop and communicate service level and occupancy analysis, escalate issues as needed and interface with departments to resolve anomalies in call routing or toolsAssess 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 forecasting experience4+ years of inbound contact center experience

Skills

Ability to read, write, speak and understand EnglishDeveloped sense of urgencyAbility to work independently and collaboratively to resolve problemsStrong data analysis and interpretation skillsClear oral and written communication with all levels of management and personnelAbility to handle multiple projects and maintain confidentialityIndirect supervision and motivational abilitiesDecision-making and problem-solving under pressureEffective prioritization and organizational skillsInitiative and judgment to accomplish job dutiesProficiency with personal computers and software applicationsDemonstrated 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 2026-72625 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: 13536 Business Unit: Customer Operations Zip Code: 40223

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.