Manager, Workforce Management

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Unlock the opportunity to lead a dynamic team at Spectrum, where you’ll oversee the implementation of short-term forecasting aligned with long-term planning. If you thrive on maximizing occupancy and service levels through real-time analysis and strategic staffing management, this position empowers you to drive operational excellence and make a meaningful impact on our customer experience. How You’ll Make an Impact Lead, develop and enhance the people, systems and processes supporting workforce management Review, analyze and validate long-term forecasts for accuracy using recent results and productivity trends Control and adjust scheduling variables in workforce management software to ensure optimal staffing after holidays, special events or outages Collaborate with call center site leaders to maximize service levels and occupancy by managing staffing requirements and coordinating overtime and voluntary time off Monitor intraday staffing in internal and outsourced call centers to balance staff requirements and ensure compliance with forecast agreements Communicate with internal and external teams to identify trends impacting staffing availability and make real-time adjustments to forecasts Coordinate intraday scheduling of meetings, coaching sessions, training, and other off-phone activities for optimal efficiency Working Conditions Office environment (four days/one day remote) Required Qualifications Education Bachelor’s degree in business administration or finance and/or equivalent work experience. Experience 2+ years workforce management scheduling and forecasting experience 2+ years inbound contact center experience Advanced Excel skills Skills Strong sense of urgency and ability to work independently Ability to resolve problems and handle requests collaboratively Proficient in analyzing and interpreting data Effective oral and written communication skills Comfortable interacting with all levels of management and personnel Ability to manage multiple projects and tasks Skill in indirect supervision and motivating others Decision-making and problem-solving abilities under pressure Strong prioritization and organizational skills Preferred Qualifications Skills Advanced knowledge of Aspect eWorkforce Management of similar application 2+ years business, finance, operational experience - strategic and business minded. A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life. #J-18808-Ljbffr