Senior Traffic Workforce Analyst

Apply Now Email Job

Full Time Charlotte, North Carolina Posted 10/21/2026 Business unit: Customer Operations Areas of interest: Operations Support Requisition Number: 2026-85507 CWF340

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

Seeking a role where your analytical skills directly influence operational excellence? As a Sr Traffic Workforce Analyst at Spectrum, you will interpret real-time data to optimize staffing, service levels, and contact center performance. Your expertise drives the accuracy of forecasts and supports seamless customer interactions, ensuring your work has measurable impact on Spectrum’s business results.

How You’ll Make an Impact

Prepare, analyze and interpret employee forecasts to ensure accuracy, identify trends in contact volume and average handle time, and confirm staffing levels across multiple sites
Provide insights into intraday contact volume and handle time using global forecasts and real-time data, making manual adjustments for out-of-pattern events
Adjust daily forecasts to match staffing requirements, serving as the main contact for staff attainment to maximize occupancy and service levels
Manage intraday staffing and balance overtime and voluntary time off across internal and outsourced contact centers, ensuring compliance with forecast agreements
Communicate trends in absenteeism, turnover and other factors affecting staffing, making timely adjustments to forecasts for the most accurate staffing requirements
Schedule and optimize team meetings, coaching sessions and training activities to maintain efficient on-phone and off-phone activity
Monitor real-time call statistics and schedule adherence, communicating with teams to manage activity effectively
Develop and share intraday service level and occupancy analyses, escalating issues and anomalies promptly
Conduct post-day activity analysis, recommend action plans and monitor implementation to strengthen outcomes
Train new staff and contribute to special projects at both enterprise and call center levels

What You’ll Bring to Spectrum

Required Qualifications

Education

Bachelor’s degree in statistics, business or related field or equivalent experience

Experience

4-6 years of workforce management scheduling and forecasting software experience
4-6 years of inbound contact center experienc

Skills

Expertise in statistical analysis techniques including multivariate regression and seasonality methods
Advanced Microsoft Excel skills
Knowledge of Microsoft Access
Strong data analysis and interpretation abilities
Clear and straightforward oral and written communication skills
Ability to engage with all levels of management and personnel
Skilled in managing multiple projects and tasks
Ability to maintain confidentiality
Indirect supervision and motivation of others
Decision-making and problem-solving under pressure
Effective prioritization and organization
Demonstrates judgment, initiative and task accomplishment
Advanced personal computer and software application abilities
Capability to work independently and collaboratively
Familiarity with cable television products and services
Advanced knowledge of Aspect eWorkforce Management or similar applications

#LI-DH1

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.

Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

Apply Now