The Workforce Management Admin is responsible for overseeing workforce management scheduling, reporting and auditing functions. This role will manage the resources required to meet optimal service level standards. It will also develop comprehensive reporting illustrating staffing and adherence effectiveness, and opportunities at individual, team, and center levels.
Actively and consistently support all efforts to simplify and enhance the customer experience.
- Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability.
- Assist in the management of overtime and voluntary time off (VTO).
- Optimize break and lunch scheduling to efficiently staff centers.
- Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day.
- Monitor and 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 absences.
- Audit and maintain the integrity of data in eWorkforce Management and related databases.
- Monitor call volume and statistics to ensure adherence to scheduling and service level metrics.
- Liaise with staff regarding workforce management practices and initiatives.
- Update leadership on staffing issues, performance measures, and call statistics.
- Provide input on forecast projections and staffing requirements.
- Perform other duties as requested by supervisor.
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Ability to analyze and interpret data
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to communicate with all levels of management and company personnel
- Ability to handle multiple projects and tasks
- Ability to maintain confidentiality
- Ability to make decisions and solve problems while working under pressure
- Ability to prioritize and organize effectively
- Ability to show judgment and initiative and to accomplish job duties
- Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
- Ability to work independently Ability to work with others to resolve problems, handle requests or situations
- Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
- Knowledge of cable television products and services
Required Education
Bachelor's degree in Communications, Business, related field, or equivalent experience
Required Related Work Experience and Number of Years
Workforce Management scheduling and forecasting software experience - 2+
Inbound Contact Center environment experience - 2+
WORKING CONDITIONS
Office environment
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
#LI-ME1
CWF370 2025-49374 2025
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you're joining a strong community of 95,000 employees working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.
Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.
Top Skills
What the Team is Saying
What We Do
Our Product and Technology team creates, develops, and operates the nation’s fastest mobile service, most reliable internet service, most viewed live TV app, and the most advanced WiFi, serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together.
The diversity of experience available within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer, architect, engineer, developer, operator, or data scientist. We are creative, disciplined, hard-working, complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.
Why Work With Us
At Spectrum, we continually refine technology, process, and structure. We are committed to delivering a superior network infrastructure, the most competitive products, and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.
Gallery
Spectrum Teams
Spectrum Offices
OnSite Workspace
