Traffic Workforce Analyst
Spectrum, Charlotte, NC, United States
Traffic Workforce Analyst
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.
Responsibilities
How You'll Make an Impact
Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainment
Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs
Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements
Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy
Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements
Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions
Analyze and communicate service level and occupancy results, escalate issues as needed and interface with departments to resolve call routing or tool anomalies
Collaborate on post-day activity analysis, recommend action plans and monitor implementation to strengthen operational results
Working Conditions
Office environment with 24-hour service capability
Qualifications
What You'll Bring to Spectrum
Required Qualifications
Education
Bachelor's degree in statistics, business or related field, or equivalent experience
Experience
2+ years of workforce management scheduling and forecasting software experience
2+ years of inbound contact center experience
Skills
Ability to read, write, speak and understand English
Working knowledge of statistical analysis techniques, including multivariate regression and seasonality
Demonstrated sense of urgency
Intermediate Microsoft Excel skills
Working knowledge of Microsoft Access
Strong data analysis and interpretation skills
Clear oral and written communication with all levels of management and personnel
Ability to handle multiple projects and maintain confidentiality
Indirect supervision and motivational abilities
Decision-making and problem-solving under pressure
Effective prioritization and organizational skills
Initiative and judgment to accomplish job duties
Proficiency with personal computer and software applications such as word processing and spreadsheets
Ability to work independently and collaboratively to resolve problems
Knowledge of cable television products and services
Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)
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.
Responsibilities
How You'll Make an Impact
Review and assess contact and FTE forecasts to ensure accuracy based on recent results, volume trends and site staffing attainment
Update intraday contact volume and average handle time for all call types and centers, adjusting forecasts to reflect real-time trends and staffing needs
Make manual and software-based adjustments for out-of-pattern days, including holidays or outages, to align with operational requirements
Negotiate with sites for new staff attainment, overtime and voluntary time off to optimize service levels and occupancy
Monitor and manage intraday staffing in internal and outsourced centers, ensuring balanced staff requirements and compliance with forecast agreements
Guide and coordinate teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
Make real-time adjustments to staffing forecasts, including shrinkage, while instructing optimal scheduling of meetings, training and coaching sessions
Analyze and communicate service level and occupancy results, escalate issues as needed and interface with departments to resolve call routing or tool anomalies
Collaborate on post-day activity analysis, recommend action plans and monitor implementation to strengthen operational results
Working Conditions
Office environment with 24-hour service capability
Qualifications
What You'll Bring to Spectrum
Required Qualifications
Education
Bachelor's degree in statistics, business or related field, or equivalent experience
Experience
2+ years of workforce management scheduling and forecasting software experience
2+ years of inbound contact center experience
Skills
Ability to read, write, speak and understand English
Working knowledge of statistical analysis techniques, including multivariate regression and seasonality
Demonstrated sense of urgency
Intermediate Microsoft Excel skills
Working knowledge of Microsoft Access
Strong data analysis and interpretation skills
Clear oral and written communication with all levels of management and personnel
Ability to handle multiple projects and maintain confidentiality
Indirect supervision and motivational abilities
Decision-making and problem-solving under pressure
Effective prioritization and organizational skills
Initiative and judgment to accomplish job duties
Proficiency with personal computer and software applications such as word processing and spreadsheets
Ability to work independently and collaboratively to resolve problems
Knowledge of cable television products and services
Familiarity with Aspect eWorkforce Management or similar applications (IEX, Blue Pumpkin)