JOB SUMMARY Responsible for the preparation, analysis and interpretation of occupancy and service levels through real-time and intraday monitoring of contact volumes and average handle time (AHT) forecasting; manage and adjust staffing requirements [including overtime (OT) and voluntary time off (VTO)], set primary/secondary/reserve skilling, maintain staffing line adherence, and coordinate decentralized Workforce Management resources for outsourcer and Charter's virtualized contact centers. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience. Prepare, analyze and interpret employee forecasts to ensure accuracy, interpret trends in contact volume and AHT, and confirm multi-site staffing attainment. Provide insight into intraday (interval) contact volume and average handle time for all call types and contact centers based on global forecasts and real-time trends. Make manual adjustments in eWFM to account for out-of-pattern days, including days after holidays, PPV events, or outages. Provide insight and adjust next day forecasts to reflect current staffing requirements. Serve as main point of contact for staff attainment to maximize service level and occupancy. Manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements. Main point of contact for administering overtime and voluntary time off. Communicate trends in absenteeism, turnover, and other events impacting staffing availability. Make adjustments to staffing forecasts, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast requirements. Manage optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity. Monitor real time call statistics and schedule adherence and communicate with teams to ensure on-phone and off-phone activity is managed efficiently. Develop and communicate intraday service level and occupancy analyses to highlight events that cause errors; escalate to management as appropriate. Interface to quickly resolve anomalies, while ensuring staffing adjustments are facilitated and communication paths remain open until resolution is obtained. Liaise to assess and analyze all activities in the post-day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve results. Responsible for results of service level contact, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment. Perform training of new staff as requested. Special project work at the enterprise or specific call center level. Perform other duties as requested by supervisor. REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Knowledge of statistical analysis techniques, including multivariate regression analysis and seasonality techniques Acute sense of urgency Advanced knowledge of Microsoft Excel Knowledge of Microsoft Access Strong 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 indirectly supervise and motivate others 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 Strong 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 Knowledge of cable television products and services Advanced knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc.) Education Bachelor's degree in statistics, business, related field or equivalent experience Related Work Experience Number of Years Workforce management scheduling and forecasting software 4-6 Inbound contact center experience 4-6 WORKING CONDITIONS Office environment with 24-hour service capability EOE Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability For more information on Spectrums benefits, please click here .