• Job Description

  Req#: 83067774768

  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 KnowledgeAbility 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+

  PREFERRED QUALIFICATIONS

  Preferred Skills/Abilities and Knowledge

  Preferred Education

  Preferred Related Work Experience and Number of Years

  Multi-channel Contact Center Management experience

  WORKING CONDITIONS

  Office environment with 24 hour service capability

  EOE

  Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

  
  CWF370 2025-56898 2025
  
  Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits 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 more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
  
  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. Learn about our inclusive culture.
  

• About the company

Notice