Senior Manager, Workforce Traffic

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Full Time Charlotte, North Carolina Posted 10/19/2026 Business unit: Customer Operations Areas of interest: Customer Operations Requisition Number: 2026-85025 CWF620

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

JOB SUMMARY

The Sr Mgr, Workforce Traffic is responsible for the Traffic teams in Charlotte and leading the lines of business that these teams support. This role oversees other Managers in Traffic and is accountable for maximizing occupancy and service level through real- time and intraday monitoring of and analysis contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (include overtime and voluntary time off), setting primary/secondary skilling, maintain staffing line adherence, and coordination of Traffic Workforce Management resources for Charter’s virtualized contact centers and vendors.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience
Execute the forecasted plan with precision.
WFM Liaison with our internal & external site operations, providing day of and 7 days out planning.
Manages & contributes to routing and skilling strategies for the organization.
Shrinkage, overtime, and VTO planning and analytics.
Responsible for reforecasting throughout the day to ensure staff is adjusted to the trends.
Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity.
Provide post day analysis to identify people or process opportunities, and implement improvements rapidly.
Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.).
Establish intraday management triggers that will allow rapid performance improvements.
Partner with Telecom to enhance call routing effectiveness and accuracy.
Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Customer Service Organization.
Deploy and manage eWFM or other workforce management technologies.
Develop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
Recognizes and recommends operational and support improvements.
Perform other duties and responsibilities as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English
Demonstrated knowledge Workforce Management methodologies, practices, analytics and tools.
Demonstrated understanding of and ability to create/manage forecasting, capacity planning, scheduling and real time management processes and tools
Demonstrated expertise with work force management technologies like eWFM and/or IEX
Demonstrated analytical abilities (regression modeling, sample size methodologies, correlation analysis, etc.)
Demonstrated Excel skills
Ability to use Crystal Reports to create models, customize reports, and depict important information extracted from data in clear, concise and creative ways
Demonstrated written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
Demonstrated command of the English language, good use of grammar skills.

Required Education

Bachelor's degree or equivalent work experience

Required Related Work Experience

6+ years of Workforce Management experience in a management capacity
7+ years of Customer Care and/or Call Center experience
3+ years of Managment Experience

PREFERRED QUALIFICATIONS

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 manage multiple projects and tasks
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 in an unstructured, fast-paced environment
Ability to work independently
Ability to work with and motivate others
Ability to work with others to resolve problems, handle requests or situations
Knowledge of SQL
Knowledge of cable television products and services
Knowledge of performance management concepts and methodology
Knowledge of report writers

WORKING CONDITIONS

Office environment
Up to 25% travel

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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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