Full TimeCharlotte, North CarolinaPosted 09/03/2025Business unit: Customer OperationsAreas of interest: Operations Support, Research/AnalysisRequisition Number: 2025-60345CWF370
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Do you get excited by new innovations in technology? Are you someone who enjoys leveraging data to create a better experience for customers and employees? Analytical, strategic, and tech-savvy? Then working within our Business Planning & Workforce Management Team at Spectrum may be a great fit for you.
At Spectrum, we keep our customers connected across a 41-state footprint. Our Business Planning & Workforce Management Team creates actionable budgets, forecasts, and engagement strategies that support the needs of customers and employees. Utilizing their ability to anticipate workforce needs and adapt to market changes, this team helps deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
This role will oversee workforce management scheduling and reporting ensuring our agents can connect people in ways that matter and make a positive impact on our subscribers and the company.
WHAT OUR WORKFROCE MANAGEMENT ADMINS ENJOY MOST
Utilizing scheduling software to determine the proper shift coverage and meet service level metrics by adjusting center resources to accommodate changes in call volume/service activity or resource availability
Monitoring real-time adherence, call statistics, and communicating with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
Managing and tracking scheduled and unscheduled absences and entering real-time exceptions into eWorkforce Management
Updating leadership on staffing issues, performance measures, call statistics, and providing input on forecast projections and staffing requirements
On a given day you facilitate learning to develop participants skill sets. This includes a variety of delivery methods including classroom learning, team meetings, virtual sessions and virtual learning debriefs through a variety of delivery methods.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Education: Bachelor’s degree in Communications, Business, related field, or equivalent experience
Experience: Workforce Management scheduling and forecasting software experience: 2+ years; Inbound Contact Center environment experience: 2+ years
Abilities: Analyze and interpret data; Communicate orally and in writing with all levels of management; Prioritize and organize effectively with multiple projects and tasks; Work independently and with others; Make decisions and solve problems while working under pressure; Maintain confidentiality
Skills: Microsoft Office applications (Word, Excel, PowerPoint, Outlook); Use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
Knowledge: Cable television products and services
Required Qualifications
Experience: Multi-channel Contact Center Management
SPECTRUM CONNECTS YOU TO MORE
Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
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CWF370 2025-60345 2025
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 is known by our Spectrum products and services, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and 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.
