{"id":2884572,"url":"https://alion.io/job/charter-communications-senior-manager-workforce-traffic","title":"Senior Manager, Workforce Traffic","company":{"id":1754470,"name":"Charter Communications","domain":"charter.com","url":"https://alion.io/company/charter-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Radancy","truth_index":{"grade":"A","score":100,"open_postings":75,"ghost_share":0,"stale_share":0.067,"repost_share":0.04,"time_to_fill_p50_days":16,"computed_at":"2026-10-21T05:46:15Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Charlotte, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":139000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2604},"experience_years_min":6,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-19T23:45:39Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-21T09:11:42Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.JOB SUMMARY\nThe Sr Mgr, Workforce Traffic is responsible for the Traffic teams in Charlotte and leading the lines of business that these teams support. This role oversees other Managers in Traffic and is accountable for maximizing occupancy and service level through real- time and intraday monitoring of and analysis contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (include overtime and voluntary time off), setting primary/secondary skilling, maintain staffing line adherence, and coordination of Traffic Workforce Management resources for Charter’s virtualized contact centers and vendors.\nMAJOR DUTIES AND RESPONSIBILITIES\nActively and consistently support all efforts to simplify and enhance the customer experience \nExecute the forecasted plan with precision. \nWFM Liaison with our internal & external site operations, providing day of and 7 days out planning. \nManages & contributes to routing and skilling strategies for the organization. \nShrinkage, overtime, and VTO planning and analytics. \nResponsible for reforecasting throughout the day to ensure staff is adjusted to the trends. \nCommunicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity. \nProvide post day analysis to identify people or process opportunities, and implement improvements rapidly. \nDevelop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.). \nEstablish intraday management triggers that will allow rapid performance improvements. \nPartner with Telecom to enhance call routing effectiveness and accuracy. \nWork with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization. \nDeploy and manage eWFM or other workforce management technologies. \nDevelop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs. \nRecognizes and recommends operational and support improvements. \nPerform other duties and responsibilities as assigned. \nREQUIRED QUALIFICATIONS\nRequired Skills/Abilities and Knowledge \nAbility to read, write, speak and understand English \nDemonstrated knowledge Workforce Management methodologies, practices, analytics and tools. \nDemonstrated understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools \nDemonstrated expertise with work force management technologies like eWFM and/or IEX \nDemonstrated analytical abilities (regression modeling, sample size methodologies, correlation analysis, etc.)\nDemonstrated Excel skills \nAbility to use Crystal Reports to create models, customize reports, and depict important information extracted from data in clear, concise and creative ways \nDemonstrated written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers \nDemonstrated command of the English language, good use of grammar skills. \nRequired Education\nBachelor's degree or equivalent work experience \nRequired Related Work Experience\n6+ years of Workforce Management experience in a management capacity \n7+ years of Customer Care and/or Call Center experience \n3+ years of Managment Experience \nPREFERRED QUALIFICATIONS\nAbility to analyze and interpret data \nAbility to communicate orally and in writing in a clear and straightforward manner \nAbility to communicate with all levels of management and company personnel \nAbility to handle multiple projects and tasks \nAbility to maintain confidentiality \nAbility to make decisions and solve problems while working under pressure \nAbility to manage multiple projects and tasks \nAbility to prioritize and organize effectively \nAbility to show judgment and initiative and to accomplish job duties \nAbility to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) \nAbility to work in an unstructured, fast-paced environment \nAbility to work independently \nAbility to work with and motivate others \nAbility to work with others to resolve problems, handle requests or situations \nKnowledge of SQL \nKnowledge of cable television products and services \nKnowledge of performance management concepts and methodology \nKnowledge of report writers\nWORKING CONDITIONS\nOffice environment \nUp to 25% travel \nCWF620 2026-85025 CWF620 2026\nHere, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.\nA qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.\nGet to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.\nGrow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.","description_format":"text","description_chars":5894,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Service Providers","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-19T23:45:39Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 367 · green card filings: 170","filings_12m":367,"filings_prev_12m":603,"green_card_filings_12m":170,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":16,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/charter-communications-senior-manager-workforce-traffic","json_url":"https://alion.io/job/charter-communications-senior-manager-workforce-traffic.json","meta":{"generated_at":"2026-10-21T13:10:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18640,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1754470},"rest":"https://alion.io/mcp/rest/get_company?id=1754470"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcharter-communications-senior-manager-workforce-traffic"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcharter-communications-senior-manager-workforce-traffic"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcharter-communications-senior-manager-workforce-traffic"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/charter-communications-senior-manager-workforce-traffic\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcharter-communications-senior-manager-workforce-traffic"}]}