Charter Communications, Inc.
From company careers site
Workforce Management Analyst
- Location
- Bridgeton, Missouri, United States
- Work mode
- On-site
- Employment type
- Full-time
About the job
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Workforce Management Analyst is responsible for analyzing call volume trends, preparing forecasts, and providing scheduling recommendations for Charter contact centers.
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers.
- Guide and manage indirect reporting relationships with a local Workforce Supervisors and Scheduling Administrators.
- Determine yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
- Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff impacting activities.
- Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
- Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.).
- Provide long-term forecasts to management and product owners in support of future strategic initiatives.
- Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
- Perform other duties as requested by supervisor.
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Demonstrated knowledge of Microsoft Excel
- Demonstrated knowledge of Microsoft Access
- 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
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From Charter Communications, Inc.'s careers page (Company careers page), checked 29 Oct 2026.
How to apply
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- Charter Communications, Inc. will reply to you directly. No real employer asks you for money to apply.
Posted 28 Oct 2026 · checked 29 Oct 2026 · Report this job