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 

#LI-DH1
CWF620 2026-85025 CWF620 2026

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.