JOB SUMMARY

Responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.

MAJOR DUTIES AND RESPONSIBILITIES

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

Process and Manage ad-hoc schedule exceptions in real time

Monitor/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 QUALIFICATIONS

Skills/Abilities and Knowledge

Ability 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 present information in front of all levels of management and company personnel

Ability to handle multiple projects and tasks with competing deadlines

Ability to maintain high levels of performance in a fast-paced environment

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

Advance proficiency with Microsoft Office Suite products (Excel, Word, PowerPoint, etc.)

Ability to follow instructions and complete projects on time with minimal supervision

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

Education

Bachelor’s degree in communications, Business or related field or equivalent experience

Related Work Experience

2+ years’ Workforce Management scheduling and forecasting software experience

2+ years Inbound Contact Center environment experience

Multi-channel Contact Center Management experience preferred

WORKING CONDITIONS

Office environment with 24-hour service capability

EOE Race/Sex/Vet/Disability

Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Charter is committed to diversity, and values the ways in which we are different.

CWF370 2024-42722 2024

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.

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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.