Requisition # 281061BR
Posting Job Title (Do Not Exceed 250 Characters) Sr Traffic Workforce Analyst
Posting Location United States - Florida - Riverview
Position Type Full Time
Business Title Sr Traffic Workforce Analyst
Posting Job Description 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
Area of Interest Operations Support, Research/Analysis
More on Spectrum The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
Business Unit Customer Operations
Work City Florida - Riverview
Work State Florida
Location 4145 Falkenburg Rd.
Zip Code 33578
Job Code CWF340 Sr Traffic Workforce Analyst
FCC Unit HQ452
Controlling Establishment ID 01236 - Riverview Falkenburg Rd
Account Code X24-249-3040-636