Workforce Management Analyst - Traffic (Real-time)

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 attainment

Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs

Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements

Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy

Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements

Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability

Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions

Analyze and communicate service level and occupancy results, escalate issues as needed and interface with departments to resolve call routing or tool anomalies

Collaborate 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 experience

2+ years of inbound contact center experience

Skills

Ability to read, write, speak and understand English

Working knowledge of statistical analysis techniques, including multivariate regression and seasonality

Demonstrated sense of urgency

Intermediate Microsoft Excel skills

Working knowledge of Microsoft Access

Strong data analysis and interpretation skills

Clear oral and written communication with all levels of management and personnel

Ability to handle multiple projects and maintain confidentiality

Indirect supervision and motivational abilities

Decision-making and problem-solving under pressure

Effective prioritization and organizational skills

Initiative and judgment to accomplish job duties

Proficiency with personal computer and software applications such as word processing and spreadsheets

Ability to work independently and collaboratively to resolve problems

Knowledge of cable television products and services

Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)

#LI-DH1 CWF360 2026-85035 CWF360 2026

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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. Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.