Workforce Management Admin

-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 2025-54229 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.