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

Curious about how data-driven insights shape exceptional customer experiences? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum’s commitment to service excellence.

How You’ll Make an Impact

Develop and maintain robust forecasting and scheduling models using Spectrum’s Workforce Management tools to generate staffing requirements and schedules for contact centersGuide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling AdministratorsDetermine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervalsCoordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activitiesManage forecast results by providing feedback and reporting to business partners, helping refine scientific and accurate forecasting methodologiesAlign call demand with agent supply to achieve key performance objectives such as service level, utilization and budgetingDeliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategies

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 EnglishAdvanced knowledge of Microsoft Excel and Microsoft AccessData analysis and interpretation skillsClear oral and written communication with all levels of management and company personnelAbility to handle multiple projects and maintain confidentialitySupervisory and motivational capabilitiesDecision-making and problem-solving under pressureEffective prioritization and organizational skillsInitiative and sound 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)Knowledge of database applications (SQL, Oracle, Access)

CWF380 2026-72633 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.