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Job Details

Traffic Workforce Analyst

Company name
Charter Communications

West Columbia, SC

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Client Reference Code:204927JOB
SUMMARY:Responsible for maximizing occupancy and service
level through real-time and intraday monitoring of and analysis of
contact volumes and AHT to forecast, management of staffing to
requirements, adjustments to staff requirements (including OT and
VTO), setting primary\/secondary\/reserve skilling, maintain staffing
line adherence, and coordination of decentralized Workforce
Management resources for outsourcer and Charter's virtualized
contact centers.MAJOR DUTIES AND
RESPONSIBILITIES:Actively and consistently support all efforts to
simplify and enhance the customer experienceReview, analyze and assess the Forecasting and
Staffing Analysts' contact and FTE forecasts to insure the
forecasts are accurate given recent results, trends in contact
volume and AHT, as well as site level staffing
attainment.Update intraday (interval) contact volume and
average handle time for all call types and contact centers based on
global forecasts and real-time trends.Make manual adjustments in
eWFM to account for out-of-pattern days, including days after
holidays, PPV events, or outages.Adjust, in eWFM, next day forecasts to reflect
the current view of staffing requirements.Enter updates into the
WFM Portal to adjust staffing needs as required.Negotiate with
sites, as necessary, for new staff attainment (including best
effort OT and VTO) to maximize service level and
occupancy.Monitor and manage intraday staffing in internal
and outsourced contact centers to ensure balancing of staff
requirements (attaining similar OT and VTO goals in proportion to
existing staff and currently attained OT and VTO) and compliance to
forecast agreements.Provide guidance and coordinate internal and
outsource Workforce Management teams in administering real time
overtime and voluntary time off activities.Communicate to internal local staffing and
outsource centralized teams to identify trends in absenteeism,
turnover, and other events impacting staffing
availability.Make real time adjustments to staffing forecasts
in eWFM, including shrinkage, to provide the most accurate and
up-to-date view of staffing forecast to
requirements.Instruct and coordinate optimal intraday
scheduling of team meetings, supervisor coaching sessions, training
and other scheduled off-phone (shrinkage)
activity.Monitor real time call statistics schedule
adherence and communicate with internal and outsource Workforce
Management teams to ensure on-phone and off-phone activity is
managed efficiently throughout the dayDevelop and communicate intraday service level
and occupancy analysis to highlight events that cause Care to miss
goal in any contact type.Such analysis should be thorough,
self-explanatory, and detailed as to the cause of the miss
(location, subscribers impacted, duration, trouble ticket number,
posting of an announcement), the quantified impact of the miss
(both for the interval(s) and day), and expected time for
resolution.Escalate service level and occupancy miss issues
to the necessary Manager, Director or Vice President level, based
on time frame and impact.Interface with internal and external departments
when call routing, tool issue anomalies are presented so the impact
is fully scoped, the proper escalation paths are followed for
timely resolution, staffing adjustments are facilitated and
communication paths remain open until resolution is
obtained.Work with the Forecasting and Staffing Analyst to
assess and analyze all activities in the post day period, recommend
action plans to strengthen results, and monitor the implementation
of activities to achieve those results.Responsible for the specific results for the
associated contact type of service level, occupancy, interval
staffing forecast accuracy, schedule efficiency, line adherence,
and overtime attainment.Perform other duties as requested by
supervisorPREFERRED QUALIFICATIONS:Skills \/ Abilities and
KnowledgeAbility to read, write, speak and understand
EnglishWorking knowledge of statistical analysis
techniques, including multivariate regression analysis and
seasonality techniquesAcute sense of urgencyIntermediate knowledge of Microsoft
ExcelWorking knowledge of Microsoft
AccessAbility to analyze and interpret
dataAbility to communicate orally and in writing in a
clear and straightforward mannerAbility to communicate with all levels of
management and company personnelAbility to handle multiple projects and
tasksAbility to maintain
confidentialityAbility to indirectly supervise and motivate
othersAbility to make decisions and solve problems
while working under pressureAbility to prioritize and organize
effectivelyAbility to show judgment and initiative and to
accomplish job dutiesAbility to use personal computer and software
applications (i.e.word processing, spreadsheet,
etc.)Ability to work independentlyAbility to work with others to resolve problems,
handle requests or situationsKnowledge of cable television products and
servicesKnowledge of Aspect eWorkforce Management or
similar application (IEX, Blue Pumpkin, etc)EducationBachelor's degree in statistics, business,
related field or equivalent experienceRelated Work Experience Number of
YearsWorkforce management scheduling and forecasting
software 2Inbound contact center experience
2WORKING CONDITIONS:Office environment with 24-hour service
capabilityJob Code :
TWCCWF230 Traffic Workforce Analyst
Exempt 204927BR

Company info

Charter Communications
Website :

Company Profile
Spectrum Business has faster Internet, advanced voice services and more HD for your business. Spectrum Business Internet is made to keep your workforce connected with the fastest speeds, plus NO Contract, NO Hidden Fees, & NO Taxes! Only $39.99/mo when bundled. Spectrum Business Voice-Unlimited Long Distance plus advanced Business Calling Features. Only $29.99/mo. with NO Fees. NO Taxes. NO Contract.

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