Workforce Management Admin

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

• Education: Bachelor's degree in Communications, Business, related field, or equivalent experience

• Experience: Workforce Management scheduling and forecasting software experience: 2+ years; Inbound Contact Center environment experience: 2+ years

• Abilities: Analyze and interpret data; Communicate orally and in writing with all levels of management; Prioritize and organize effectively with multiple projects and tasks; Work independently and with others; Make decisions and solve problems while working under pressure; Maintain confidentiality

• Skills: Microsoft Office applications (Word, Excel, PowerPoint, Outlook); Use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)

• Knowledge: Cable television products and services

Preferred Qualifications

• Experience: Multi-channel Contact Center Management

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company

• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed

• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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CWF370 2025-58072 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.