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

Looking to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real-time and intraday analysis, responsive staffing management and coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.

How You’ll Make an Impact

Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainmentUpdate intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needsMake manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirementsNegotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancyMonitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreementsGuide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availabilityMake real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessionsAnalyze and communicate service level and occupancy results, escalate issues as needed and interface with departments to resolve call routing or tool anomaliesCollaborate on post-day activity analysis, 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, or equivalent experience

Experience

2+ years of workforce management scheduling and forecasting software experience2+ years of inbound contact center experience

Skills

Ability to read, write, speak and understand EnglishWorking knowledge of statistical analysis techniques, including multivariate regression and seasonalityDemonstrated sense of urgencyIntermediate Microsoft Excel skillsWorking knowledge of Microsoft AccessStrong 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 computer and software applications such as word processing and spreadsheetsAbility to work independently and collaboratively to resolve problemsKnowledge of cable television products and servicesFamiliarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)

CWF360 2026-72600 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.