AI use among compensation, benefits, and job analysis specialists is little observed so far. Measured exposure for compensation, benefits, and job analysis specialists: 6% (little observed).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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Charter Communications has filed 4 layoff notices in the last twelve months, covering 482 workers, most recently July 2026. These are public filings with state labor departments, and an open role can sit alongside them. See the filings

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About the job

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

The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.

Actively and consistently support all efforts to simplify and enhance the customer experience

Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.

Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.

Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.

Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.

Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.

Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).

Provide long-term forecasts to management and product owners in support of future strategic initiatives.

Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.

Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Demonstrated knowledge of Microsoft Excel

Demonstrated knowledge of Microsoft Access

Ability to analyze and interpret data

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to handle multiple projects and tasks

Ability to maintain confidentiality

Ability to supervise and motivate others

Ability to make decisions and solve problems while working under pressure

Ability to prioritize and organize effectively

Ability to show judgment and initiative and to accomplish job duties

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)

Ability to work independently

Ability to work with others to resolve problems, handle requests or situations

Knowledge of cable television products and services

Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.)

Knowledge of database applications (SQL, Oracle, Access, etc.)

Required Education

Bachelor´s degree in statistics, business, related field, or equivalent experience

Required Related Work Experience and Number of Years

Workforce management scheduling and forecasting software - 2

Inbound contact center experience - 2

#LI-DH1 CWF380 2026-86334 CWF380 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 Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you’ll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products. 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.