SPECTRUM: Workforce Management Admin

JOB SUMMARYResponsible for overseeing workforce management scheduling, reporting and auditing functions.

Manage the resources required to meet optimal service level standards.

Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.

MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experienceUtilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availabilityAssist in the management of overtime and voluntary time off (VTO)Optimize break and lunch scheduling to efficiently staff centersMonitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the dayMonitor/track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.)Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absencesAudit and maintain the integrity of data in eWorkforce Management and related databasesMonitor call volume and statistics to ensure adherence to scheduling and service level metricsLiaise with staff regarding workforce management practices and initiativesUpdate leadership on staffing issues, performance measures, and call statisticsProvide input on forecast projections and staffing requirementsPerform other duties as requested by supervisorREQUIRED QUALIFICATIONSSkills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAbility to analyze and interpret dataAbility to communicate orally and in writing in a clear and straightforward mannerAbility to communicate with all levels of management and company personnelAbility to handle multiple projects and tasksAbility to maintain confidentialityAbility to make decisions and solve problems while working under pressureAbility to prioritize and organize effectivelyAbility to show judgment and initiative and to accomplish job dutiesAbility to use personal computer and software applications (i.E.

word processing, spreadsheet, etc.)Ability to work independentlyAbility to work with others to resolve problems, handle requests or situationsAbility to use scheduling and workforce management software (e.G.

Aspect eWorkforce Management and Real Time Adherence software)Knowledge of cable television products and servicesEducationBachelor’s degree in Communications, Business or related field or equivalent experienceRelated Work Experience2+ years Workforce Management scheduling and forecasting software experience2+ years Inbound Contact Center environment experienceMulti-channel Contact Center Management experience preferredWORKING CONDITIONSOffice environment with 24 hour service capabilityEOECharter Communications is an Equal Opportunity Employer Minority/Female/Veteran/DisabilityJob Code : CWF370 286217 286217BR For more information on Spectrum’s benefits, please click here.