Full TimeMorrisville, North CarolinaPosted 07/22/2025Business unit: Customer OperationsAreas of interest: Operations Support, Research/AnalysisRequisition Number: 2025-58072CWF370
Are you positive and proactive with a passion for workforce management? Do you enjoy working in a fast-paced, collaborative environment? Organized, analytical, and good communicator? Then you’ll thrive as a Workforce Management Admin for the Customer Service Reliability team at Spectrum.
Customer Service Reliability Representatives are vital to our mission, taking inbound calls and providing support that strengthens connections between Spectrum and our residential customers.
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
Preferred 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 2025-58072 2025
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 Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 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.
