Have you used data to optimize labor scheduling and improve operational efficiency in a retail store or call center environment?

BE PART OF THE CONNECTION:

Spectrum is looking for a Workforce Management Analyst responsible for analyzing staffing trends, preparing forecasts, and providing hiring recommendations for Charter contact centers and retail stores.

This role is On-site, Stamford 4 days. 1 Day Hybrid.

HOW YOU CAN MAKE A DIFFERENCE:

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 staffing needs, create staffing requirements and generate hiring schedules for contact centers and Stores.
Guide and manage indirect reporting relationships with a local leadership
Determine yearly, monthly, daily workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with sales team leadership, marketing, technical operations, human resources, finance, information technology 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 staffing 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 and Stores.
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

Bachelors 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 or retail experience- 2

Working Conditions

Office environment with 24-hour service capability

#LI-NT1

CWF380 2025-58100 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.

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