{"id":2884573,"url":"https://alion.io/job/charter-communications-senior-workforce-management-analyst","title":"Senior Workforce Management Analyst","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":64,"ghost_share":0,"stale_share":0.109,"repost_share":0.047,"time_to_fill_p50_days":17,"computed_at":"2026-10-26T05:57:25Z"}},"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":70000,"max_usd":140000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2746},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-19T23:45:39Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-26T16:52:01Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.Looking for a position where your analytical abilities drive operational success? As a Senior Workforce Management Analyst, you’ll align short-term forecasts with long-term strategies, optimize staffing and service levels, and coordinate schedules for enhanced productivity. Your contributions will directly shape customer satisfaction and operational efficiency at Spectrum.\nHow You’ll Make an Impact\nValidate long-term forecasts for accuracy by analyzing recent trends in contact volume, productivity, and site-level staffing capabilities\nControl and adjust workforce management software scheduling variables to accommodate out-of-pattern days and next-day forecasts, ensuring staffing matches requirements\nCollaborate with call center site leaders to attain new staff through overtime and voluntary time off, optimizing service levels and occupancy\nMonitor and manage intraday staffing in internal and outsourced centers, balancing staff requirements and ensuring compliance to forecast agreements\nGuide and coordinate internal and outsourced Workforce Management teams in administering real-time overtime and voluntary time off activities\nCommunicate with staffing teams to identify trends impacting staff availability, such as absenteeism and turnover, and make real-time adjustments to forecasts\nInstruct and coordinate optimal scheduling of team meetings, supervisor coaching sessions, and training for efficient management of off-phone activity\nMonitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively throughout the day\nInterface with internal and external departments to resolve call routing or tool issue anomalies, ensuring timely escalation and communication until resolution\nAnalyze post-day activities, recommend action plans to strengthen results, and monitor implementation to achieve desired outcomes\nWhat You’ll Bring to Spectrum\nRequired Qualifications\nEducation\nBachelor’s degree in statistics, business or related field\nExperience\n5+ years of workforce management scheduling and forecasting\n4+ years of inbound contact center experienc\nSkills\nAcute sense of urgency\nAbility to work independently and resolve problems collaboratively\nStrong data analysis and interpretation skills\nClear oral and written communication abilities across all management levels\nCapable of handling multiple projects and tasks while maintaining confidentiality\nIndirect supervision and motivation skills\nEffective decision-making and problem-solving under pressure\nAdvanced Microsoft Excel proficiency\nWorking knowledge of Microsoft Access\nKnowledge of cable television products and services\nAdvanced proficiency with Aspect eWorkforce Management or similar applications\nCWF350 2026-85027 CWF350 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. 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