Job SummaryReady to drive service excellence and operational performance? At Spectrum, the Mgr, Workforce Traffic leads a team of Workforce Management Analysts, ensuring occupancy and service levels are maximized by real-time monitoring, precise forecasting and responsive staffing adjustments for our virtualized contact centers and vendors. Your leadership will directly impact our ability to deliver exceptional customer service.
ResponsibilitiesHow You'll Make an Impact- Lead, manage and develop a team of Workforce Management Analysts, establishing consistent workforce practices and accountability for performance results
- Analyze and validate contact and FTE forecasts to ensure accuracy, adapting to recent results and real-time trends in contact volume and average handle time
- Make timely manual and software-based adjustments to scheduling variables, including out-of-pattern days and next-day forecasts, to meet current staffing requirements
- Negotiate with sites for new staff attainment, overtime and voluntary time off, optimizing service levels and occupancy across internal and outsourced centers
- Guide and coordinate internal and outsourced teams in administering real-time overtime and voluntary time off, and communicate staffing trends impacting availability
- Monitor call statistics and schedule adherence, instruct optimal scheduling of team meetings, training and coaching, and communicate with leadership regarding staffing issues and performance measures
- Develop detailed service level and occupancy analysis, escalate issues as needed and interface with departments to resolve call routing or tool anomalies
- Collaborate with analysts to assess post-day activities, recommend action plans and oversee implementation to strengthen results
QualificationsWhat You'll Bring to SpectrumRequired QualificationsEducation- Bachelor's degree or equivalent combination of education and business experience
Experience- 2+ years prior leadership experience
- 5+ years prior workforce management scheduling and forecasting experience
Skills- Ability to read, write, speak and understand English
- Effective prioritization, organization and multi-tasking abilities
- Problem-solving techniques and strong time management
- Judgment and initiative to accomplish job duties
- Professional and efficient response to customer inquiries
- Clear oral and written communication with all levels within the company
- Supervisory and motivational skills
- Confidentiality maintenance
- Knowledge of budgeting processes
- Proficiency in PCs, Microsoft Windows and intranet navigation
- Advanced Microsoft Office skills, including Word and Excel
- Expertise in scheduling and workforce management software such as Aspect eWorkforce Management, eTime payroll and Real Time Adherence Software
- Ability to analyze moderately complex databases
Preferred QualificationsExperience- 2+ years management or leadership experience
