Workforce Management Admin

Are you positive and proactive with a passion for workforce management? Do you enjoy working in a fast-paced, collaborative environment? Organized, analytical, and good communicator? Then you'll thrive as a Workforce Management Admin for the Customer Service Reliability team at Spectrum.

Customer Service Reliability Representatives are vital to our mission, taking inbound calls and providing support that strengthens connections between Spectrum and our residential customers.

BE PART OF THE CONNECTION

This role will oversee workforce management scheduling and reporting ensuring our agents can connect people in ways that matter and make a positive impact on our subscribers and the company.

WHAT OUR WORKFROCE MANAGEMENT ADMINS ENJOY MOST

• Utilizing scheduling software to determine the proper shift coverage and meet service level metrics by adjusting center 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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