Workforce Management Analyst

Charter Communications•Charlotte, NC

15h

About The Position

The Workforce Management Analyst analyzes call volume trends, prepares forecasts, and provides scheduling recommendations for Charter contact centers. The role develops and maintains forecasting and scheduling models, establishes staffing requirements, and generates contact center work schedules using workforce management tools. It also guides indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators, aligns call demand with agent supply, and provides forecasts and analysis to support operational and strategic decisions.

Requirements

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 accomplish job duties.
Ability to use a personal computer and software applications, including word processing and spreadsheet software.
Ability to work independently and with others to resolve problems and handle requests or situations.
Knowledge of cable television products and services.
Knowledge of Aspect eWorkforce Management or a similar application, such as IEX or Blue Pumpkin.
Knowledge of database applications such as SQL, Oracle, or Access.
Bachelor’s degree in statistics, business, a related field, or equivalent experience.
Two years of experience with workforce management scheduling and forecasting software.
Two years of inbound contact center experience.

Responsibilities

Actively and consistently support 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 local Workforce Supervisors and Scheduling Administrators.
Determine yearly, monthly, daily, and intraday workforce requirements using data on contact center statistics, marketing campaigns, system events, and other relevant factors.
Coordinate with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners, and others to capture activities that affect forecasts and staffing.
Manage forecast results by providing 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, including service level, utilization, and budgeting.
Provide long-term forecasts to management and product owners in support of future strategic initiatives.
Conduct workforce simulations and advise on the impact of business strategies within contact centers.
Perform other duties as requested by the supervisor.