JOB SUMMARY

Responsible for analyzing call volume trends, preparing forecasts and providing scheduling recommendations for Charter contact centers.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers

Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators

Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.

Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities

Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology

Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)

Provide long-term forecasts to management and product owners in support of future strategic initiatives

Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers

Perform other duties as requested by supervisor

PREFERRED QUALIFICATIONS

Skills / Abilities and Knowledge

Ability to read, write, speak and understand English

Intermediate knowledge of Microsoft Excel

Working knowledge of Microsoft Access

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 supervise and motivate others

Ability to make decisions and solve problems while working under pressure

Ability to prioritize and organize effectiv