Workforce Management AnalystCurious about how data-driven insights shape exceptional customer experiences? As a Workforce Management Analyst at Spectrum, you will analyze call volume trends, prepare accurate forecasts and provide strategic scheduling recommendations, ensuring our contact centers operate efficiently and meet performance targets. Your expertise will play a vital role in optimizing resource allocation and supporting Spectrum's commitment to service excellence.ResponsibilitiesHow You'll Make an ImpactDevelop and maintain robust forecasting and scheduling models using Spectrum's Workforce Management tools to generate staffing requirements and schedules for contact centersGuide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling AdministratorsDetermine workforce requirements by analyzing contact center statistics, marketing campaigns and system events across yearly, monthly, daily and intra-day intervalsCoordinate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology and outsource partners to capture forecast and staff-impacting activitiesManage forecast results by providing feedback and reporting to business partners, helping refine scientific and accurate forecasting methodologiesAlign call demand with agent supply to achieve key performance objectives such as service level, utilization and budgetingDeliver long-term forecasts to management and product owners, supporting future strategic initiatives and conducting workforce simulations to assess the impact of business strategiesWorking ConditionsOffice environment with 24-hour service capabilityQualificationsWhat You'll Bring to SpectrumRequired 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 EnglishAdvanced knowledge of Microsoft Excel and Microsoft AccessData analysis and interpretation skillsClear oral and written communication with all levels of management and company personnelAbility to handle multiple projects and maintain confidentialitySupervisory and motivational capabilitiesDecision-making and problem-solving under pressureEffective prioritization and organizational skillsInitiative and sound 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)Knowledge of database applications (SQL, Oracle, Access)