Workforce Management Analyst

Job Summary Curious about how precise forecasting supports seamless customer service? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends and recommend staffing solutions to optimize contact center operations. Your expertise in workforce planning will drive efficiency and help deliver outstanding experience for our customers. ResponsibilitiesHow You'll Make an Impact Analyze call volume trends and prepare forecasts using Spectrum Workforce Management tools Develop and maintain staffing models to generate work schedules for contact centers Guide and manage indirect reporting relationships with Workforce Supervisors and Scheduling Administrators Determine workforce requirements by gathering data on contact center statistics, marketing campaigns and system events Coordinate with leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activities Manage forecast results by providing feedback and reporting to business partners to support accurate forecasting methodologies Align call demand with agent supply to achieve key performance objectives such as service level, utilization and budgeting Provide long-term forecasts to management and product owners to support future strategic initiatives Conduct workforce simulations and advise on the impact of business strategies within contact centers Working Conditions Office environment supporting 24-hour service capability QualificationsWhat You'll Bring to SpectrumRequired Qualifications Education Bachelor's degree in statistics, business or related field or equivalent experience Experience 2+ years' experience with workforce management scheduling and forecasting software 2+ years experience in inbound contact center environments Skills Ability to read, write, speak and understand English Knowledge of Microsoft Excel and Microsoft Access Ability to analyze and interpret data Clear oral and written communication skills Ability to communicate with all levels of management and company personnel Ability to manage multiple projects and tasks Ability to maintain confidentiality Ability to supervise and motivate others Decision-making and problem-solving skills under pressure Prioritization and organizational abilities Initiative and judgment to accomplish job duties Proficiency with personal computers and software applications such as word processing and spreadsheets Ability to work independently and collaboratively to resolve problems and handle requests or situations Knowledge of cable television products and services Knowledge of Aspect eWorkforce Management or similar applications such as IEX or Blue Pumpkin Familiarity with database applications including SQL, Oracle and Access

Created: 2026-03-08