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

Ready to drive service excellence and operational performance? At Spectrum, the Mgr, Workforce Traffic leads a team of Workforce Management Analysts, ensuring occupancy and service levels are maximized by real-time monitoring, precise forecasting and responsive staffing adjustments for our virtualized contact centers and vendors. Your leadership will directly impact our ability to deliver exceptional customer service.

How You’ll Make an Impact

Lead, manage and develop a team of Workforce Management Analysts, establishing consistent workforce practices and accountability for performance resultsAnalyze and validate contact and FTE forecasts to ensure accuracy, adapting to recent results and real-time trends in contact volume and average handle timeMake timely manual and software-based adjustments to scheduling variables, including out-of-pattern days and next-day forecasts, to meet current staffing requirementsNegotiate with sites for new staff attainment, overtime and voluntary time off, optimizing service levels and occupancy across internal and outsourced centersGuide and coordinate internal and outsourced teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availabilityMonitor call statistics and schedule adherence, instruct optimal scheduling of team meetings, training and coaching, and communicate with leadership regarding staffing issues and performance measuresDevelop detailed service level and occupancy analysis, escalate issues as needed and interface with departments to resolve call routing or tool anomaliesCollaborate with analysts to assess post-day activities, recommend action plans and oversee implementation to strengthen results

What You’ll Bring to Spectrum

Required Qualifications

Education

Bachelor’s degree or equivalent combination of education and business experience

Experience

2+ years prior leadership experience5+ years prior workforce management scheduling and forecasting experience

Skills

Ability to read, write, speak and understand EnglishEffective prioritization, organization and multi-tasking abilitiesProblem-solving techniques and strong time managementJudgment and initiative to accomplish job dutiesProfessional and efficient response to customer inquiriesClear oral and written communication with all levels within the companySupervisory and motivational skillsConfidentiality maintenanceKnowledge of budgeting processesProficiency in PCs, Microsoft Windows and intranet navigationAdvanced Microsoft Office skills, including Word and ExcelExpertise in scheduling and workforce management software such as Aspect eWorkforce Management, eTime payroll and Real Time Adherence SoftwareAbility to analyze moderately complex databases

Preferred Qualifications

Experience

2+ years management or leadership experience

CWF505 2026-72590 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.