This position is Monday-Friday, 9am to 5:30pm.

　　The Workforce Management Admin is responsible for overseeing workforce management scheduling, reporting and auditing functions. This role will manage the resources required to meet optimal service level standards. It will also 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. Monitor and 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

　　Required 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 handle multiple projects and tasks 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 Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Ability to work independently 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

　　Required Education

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

　　Required Related Work Experience and Number of Years

　　Workforce Management scheduling and forecasting software experience - 2+ Inbound Contact Center environment experience - 2+

　　PREFERRED QUALIFICATIONS

　　Preferred Skills/Abilities and Knowledge

　　Preferred Education

　　Preferred Related Work Experience and Number of Years

　　Multi-channel Contact Center Management experience

　　WORKING CONDITIONS

　　Office environment with 24 hour service capability

　　PHYSICAL AND MENTAL REQUIREMENTS

　　Physical Requirements

　　Mental Requirements

　　EOE

　　Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

　　CWF370 2023-26938 2023

　　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.