Traffic Workforce Analyst

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Traffic Workforce Analyst

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Full Time Town and Country, Missouri Date posted 07/23/2026 Business unit: Field Operations Areas of interest: Field Operations, Business Analysis, Business Intelligence Requisition Number: 2026-74154 CWF360 Field Operations

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. 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 experience   Review, 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 day. Develop and communicate intraday service level and occupancy analysis to highlight events that cause 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),