Workforce Management Analyst

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Full Time Greensboro, North Carolina Posted 09/18/2023 Business unit: Community Solutions Areas of interest: Business Planning Requisition Number: 2023-21871 CWF380

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


  • Office environment with 24-hour service capability


Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

CWF380 2023-21871 2023

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 is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. 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.

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