• TMSM COC
  • Workforce Management Analysis

    Posted: 07/10/2022

    JOB SUMMARY

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

    MAJOR DUTIES AND RESPONSIBILITIES

    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 QUALIFICATIONS

    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

    WORKING CONDITIONS

    Office environment with 24-hour service capability

    EOE

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

    Created or Revised Date

    3/5/18


    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 93,000 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.