Posted On: 04-20-2018
Position Title: Senior Workforce Management Analyst
Job Location: Orlando, FL or Charlotte, NC
Company: Spectrum Enterprise
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Job Summary

Reporting to the Enterprise Workforce Management Manager, this role will be responsible for providing support in all facets (Forecasting, Scheduling, Intraday and Reporting) of Workforce Management to the Enterprise Support Operations team.

Major Duties and Responsibilities

  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Analyze company-wide trends regarding scheduling and allocation of staff to ensure optimal cost effectiveness and operational efficiency
  • Provide analysis, results and recommendations to leadership team regarding Workforce Management processes, schedules, and plans
  • Create staffing forecasts for shift bids & mini bids
  • WFM Liaison with our business partners
  • Forecast shrinkage, overtime, and VTO planning and analytics
  • Responsible for maximizing forecast accuracy to ensure service objectives can be met
  • Manage eWFM or other workforce management technologies
  • Oversee short-term and long-term workload forecasting
  • Perform other duties and responsibilities as assigned

Required Qualifications

  • Ability to read, write, speak and understand English
  • Expertise with Workforce Management methodologies, practices, analytics and tools.
  • Full understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools
  • Advanced skill level utilizing Aspect eWFM
  • Expertise with work force management technologies like Aspect eWFM, Verint 360, Nice WFM.
  • Avaya CMS or other Telephony application experience
  • Analytical skills: regression modeling, sample size methodologies, correlation analysis, etc.
  • Advanced Excel skills
  • SQL experience preferred
  • Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
  • Excellent command of the English language, good use of grammar skills.

Preferred Qualification

  • 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 maintain confidentiality
  • Ability to make decisions and solve problems while working under pressure
  • Ability to manage multiple projects and tasks
  • 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 in an unstructured, fast-paced environment
  • Ability to work independently
  • Ability to work with and motivate others
  • Ability to work with others to resolve problems, handle requests or situations
  • Knowledge of cable television products and services
  • Knowledge of report writers


  • Bachelor’s degree equivalent work experience required

Related Work Experience

  • Workforce Management and/or Reporting and Analytics 5 Years
  • Customer Care and/or Call Center 4 Years
  • Forecasting/Staff Planning 2 Years

Working Conditions

  • Office environment
  • May be required to work a flexible schedule that provides needed coverage for time-sensitive projects
  • Up to 25% travel