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

Looking for a role where your analytical expertise directly shapes customer satisfaction and operational efficiency? As a Senior Workforce Management Analyst at Spectrum, you will optimize staffing and scheduling to ensure our contact centers deliver outstanding service. Your contributions will drive measurable improvements in service levels and productivity across our organization.

How You’ll Make an Impact

Assess and validate long-term forecast accuracy by analyzing recent results, trends in contact volume and productivity, and site staffing capabilitiesAdjust workforce management software to account for out-of-pattern days and next-day forecasts, ensuring alignment with real-time staffing requirementsCollaborate with call center site leaders to maximize service levels and occupancy through effective overtime and voluntary time off strategiesMonitor and manage intraday staffing across internal and outsourced centers, balancing staff requirements and ensuring compliance with forecast agreementsGuide internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activitiesCommunicate with local staffing teams to identify trends impacting staffing availability, including absenteeism and turnoverAnalyze post-day activities, recommend action plans to improve results, and monitor implementation for continuous improvement

Working Conditions

Office environment supporting a 24-hour service operation

What You’ll Bring to Spectrum

Required Qualifications

Education

Bachelor’s degree in statistics, business, or a related field

Experience

5+ years’ workforce management scheduling and forecasting experience4+ years of inbound contact center experience

Skills

Ability to read, write, speak and understand EnglishStrong sense of urgencyAbility to work independently and collaborativelyProficiency in analyzing and interpreting dataClear and effective oral and written communication skillsAbility to engage with all levels of management and personnelCapacity to handle multiple projects and tasksCommitment to maintaining confidentialityAbility to indirectly supervise and motivate othersSound decision-making skills under pressureEffective prioritization and organizational abilitiesInitiative and judgment to accomplish job dutiesAdvanced proficiency in Microsoft ExcelWorking knowledge of Microsoft AccessFamiliarity with cable television products and servicesAdvanced knowledge of Aspect eWorkforce Management or similar application
CWF350 2026-71071 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: 13550 Business Unit: Sales and Marketing Zip Code: 29170

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.