Traffic Workforce Analyst

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Looking to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real‑time and intraday analysis, responsive staffing management and coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.How You'll Make an ImpactReview and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainmentUpdate intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real‑time trends and staffing needsMake manual and software‑based adjustments for out‑of‑pattern days, including holidays or outages, to align with operational requirementsNegotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancyMonitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreementsGuide and coordinate teams in administering real‑time overtime and voluntary time off, and communicate staffing trends impacting availabilityMake real‑time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessionsAnalyze and communicate service level and occupancy results, escalates issues as needed and interface with departments to resolve call routing or tool anomaliesCollaborate on post‑day activity analysis, recommend action plans and monitor implementation to strengthen operational resultsWorking ConditionsOffice environment with 24‑hour service capabilityRequired QualificationsEducationBachelor's degree in statistics, business or related field, or equivalent experienceExperience2+ years of workforce management scheduling and forecasting software experience2+ years of inbound contact center experienceSkillsAbility to read, write, speak, and understand EnglishWorking knowledge of statistical analysis techniques, including multivariate regression and seasonalityDemonstrated sense of urgencyIntermediate Microsoft Excel skillsWorking knowledge of Microsoft AccessStrong data analysis and interpretation skillsClear oral and written communication with all levels of management and personnelAbility to handle multiple projects and maintain confidentialityIndirect supervision and motivational abilitiesDecision‑making and problem‑solving under pressureEffective prioritization and organizational skillsInitiative and judgment to accomplish job dutiesProficiency with personal computer and software applications such as word processing and spreadsheetsAbility to work independently and collaboratively to resolve problemsKnowledge of cable television products and servicesFamiliarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.#J-18808-Ljbffr

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Looking to leverage analytical skills in a dynamic environment dedicated to operational excellence? As a Traffic Workforce Analyst at Spectrum, you will maximize occupancy and service levels through real‑time and intraday analysis, responsive staffing management and coordination across decentralized and virtualized contact centers. Your attention to detail and proactive approach will help Spectrum deliver reliable and efficient customer service.How You'll Make an ImpactReview and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainmentUpdate intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real‑time trends and staffing needsMake manual and software‑based adjustments for out‑of‑pattern days, including holidays or outages, to align with operational requirementsNegotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancyMonitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreementsGuide and coordinate teams in administering real‑time overtime and voluntary time off, and communicate staffing trends impacting availabilityMake real‑time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessionsAnalyze and communicate service level and occupancy results, escalates issues as needed and interface with departments to resolve call routing or tool anomaliesCollaborate on post‑day activity analysis, recommend action plans and monitor implementation to strengthen operational resultsWorking ConditionsOffice environment with 24‑hour service capabilityRequired QualificationsEducationBachelor's degree in statistics, business or related field, or equivalent experienceExperience2+ years of workforce management scheduling and forecasting software experience2+ years of inbound contact center experienceSkillsAbility to read, write, speak, and understand EnglishWorking knowledge of statistical analysis techniques, including multivariate regression and seasonalityDemonstrated sense of urgencyIntermediate Microsoft Excel skillsWorking knowledge of Microsoft AccessStrong data analysis and interpretation skillsClear oral and written communication with all levels of management and personnelAbility to handle multiple projects and maintain confidentialityIndirect supervision and motivational abilitiesDecision‑making and problem‑solving under pressureEffective prioritization and organizational skillsInitiative and judgment to accomplish job dutiesProficiency with personal computer and software applications such as word processing and spreadsheetsAbility to work independently and collaboratively to resolve problemsKnowledge of cable television products and servicesFamiliarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.#J-18808-Ljbffr

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