Workforce Management Admin

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Do you get excited by new innovations in technology? Are you someone who enjoys leveraging data to create a better experience for customers and employees? Analytical, strategic, and tech-savvy? Then working within our Business Planning & Workforce Management Team at Spectrum may be a great fit for you.

At Spectrum, we keep our customers connected across a 41-state footprint. Our Business Planning & Workforce Management Team creates actionable budgets, forecasts, and engagement strategies that support the needs of customers and employees. Utilizing their ability to anticipate workforce needs and adapt to market changes, this team helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

This role will oversee workforce management scheduling and reporting ensuring our agents can connect people in ways that matter and make a positive impact on our subscribers and the company.

WHAT OUR WORKFROCE MANAGEMENT ADMINS ENJOY MOST

• Utilizing scheduling software to determine the proper shift coverage and meet service level metrics by adjusting center resources to accommodate changes in call volume / service activity or resource availability
• Monitoring real-time adherence, call statistics, and communicating with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
• Managing and tracking scheduled and unscheduled absences and entering real-time exceptions into eWorkforce Management
• Updating leadership on staffing issues, performance measures, call statistics, and providing input on forecast projections and staffing requirements

On a given day you facilitate learning to develop participants skill sets. This includes a variety of delivery methods including classroom learning, team meetings, virtual sessions and virtual learning debriefs through a variety of delivery methods.

WHAT YOU’LL BRING TO SPECTRUM

Required Qualifications

Required Qualifications

SPECTRUM CONNECTS YOU TO MORE