Analyst, Resource / Workforce Management


Client Reference Code: 203664

Spectrum currently seeks Analyst, Resource / Workforce Management for our Care Shared Services organization enterprise wide. Below, please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Partner with workforce management teams within all Customer Care regions as well as the Enterprise Forecasting team to enhance call volume projections for required staffing; measuring variances between actual performance and forecast.

Working with the Shared Services reporting team and develop and maintains daily, weekly, and monthly statistical reports reflecting care activity, staffing, and other performance metrics.

Help create KPI Dashboard views to identify key areas of performance improvement opportunities.

Work with the leadership team to identify key process performance metrics. If metrics are not currently measured, work with team to develop measurement system.

Analyzes data, makes recommendations, and provides statistical support to the shared services leadership as needed.

Working with Finance and CSS leadership team on monthly outlook and budget planning for Care Vendor partners.

Support other departments as required in reporting.Other analytical requests and other duties as assigned.


-Bachelor’s Degree in Business or Mathematics or equivalent yrs. work experience required.

– 2-5 years Call Forecasting, IVR, Avaya, Call Center Operations, and Workforce Management knowledge or equivalent experience required.

-Working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) with experience in database development preferred.

-Demonstrated organizational, prioritization, and time management skills to ensure that work related activities are completed in an accurate and timely manner required.

-Proficiency in Microsoft Office applications required; should be an advanced user of Excel, PowerPoint, and Access required.

-Superior problem solving and analytical skills and an attitude of perseverance required.

Adapts well to rapidly changing work environment (e.g., changing priorities, workload, responsibilities and organizational structure).

-Works well in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including off hour duties for escalations.

-Ability to work effectively in a team oriented, high demand, and fast paced environment


Job Code : TWCCOP450 Analyst, Operations Exempt


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