Full TimeLouisville, KentuckyDate posted 10/20/2026Business unit: Customer OperationsAreas of interest: Customer Operations, LeadershipRequisition Number: 2026-85047CWF520Customer OperationsLouisville, Kentucky
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Mgr, Workforce Management oversees the processes responsible for implementing short term forecast that aligns with long term plans, maximizing occupancy and service level through real-time and intraday monitoring and analysis of call volumes and productivity, management of staffing to requirements, adjustments to staff requirements, maintain staffing line adherence, and coordination of schedules.
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Manage, develop, and improve the people, systems, and processes that support Work Force Management (WFM).
Review, analyze, and assess the long term forecast validate for accuracy based on recent results, trends in contact volume, and productivity, as well as site level staffing attainment capabilities.
Control scheduling variables in workforce management software to account for out-of-pattern days, including days after holidays, PPV events, or outages.
Adjust workforce software scheduling variables to accommodate next day forecasts to reflect the current view of staffing requirements. Enter updates to adjust staffing needs as required.
Collaborate with call center site leaders 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 call 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 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.
Interface with internal and external departments when call routing or 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.
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 assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Developed sense of urgency
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
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 indirectly supervise and motivate others
Ability to make decisions and solve problems while working under pressure
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
Demonstrated knowledge of Microsoft Excel
Working knowledge of Microsoft Access
Knowledge of cable television products and services
Demonstrated knowledge of Aspect eWorkforce Management or similar application
Required Education
Bachelor's degree in statistics, business, or related field or equivalent combination of education and experience
Required Related Work Experience and Number of Years
Workforce management scheduling and forecasting - 6+
Inbound contact center experience - 4+
PREFERRED QUALIFICATIONS
Preferred Related Work Experience and Number of Years
Management or leadership experience - 2+
#LI-KB2 CWF520 2026-85047 CWF520 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.
Learn more about what it’s like working for one of the top companies building new, exciting technologies that connect our communities and serve critical business needs.
Learn More
Be part of an award-winning team that welcomes a variety of perspectives and embraces collaboration, while offering you the support you need to grow both personally and professionally.
Learn More
Transitioning from military service to civilian careers can be overwhelming. Recognizing the value veterans and military spouses bring to our company, Spectrum’s Military Talent Attraction team is dedicated to supporting their journey, providing personalized career guidance and building connections that help translate military experience into meaningful civilian roles.
Learn More
Join Spectrum Reach and help businesses of all sizes connect with the right customers through effective TV and online advertising. Be part of a team driving growth and delivering Ads That Work for local and national brands.
Learn More
Join our expanding team of Construction Technicians, where you'll start at the foundation level and have opportunities for career progression.
Learn More
Jay of Rochester, New York, didn’t get the Customer Service supervisor job he wanted on his first try, so he used that early disappointment to fuel him. Now, he shares how determination, peer support and finding confidence became the foundation of his successful career progression.
Learn More
Candice knew Spectrum was the right fit from the start. Four years later, her story is a testament to how impactful projects, a collaborative team, and strong leadership can propel an individual to new heights.
Learn More
The Spectrum Scholars Program was honored with the NSPA's Small Scholarship Provider of the Year award. This recognition highlights the program's significant impact in supporting students through scholarships, mentorship, and professional development.
Learn More
Our commitment to supporting veterans has once again earned us a spot on the Military Times' 2025 Best for Vets: Employers list. This award highlights our dedication to helping members of the military community make the most of their civilian careers here.
Learn More
At Spectrum, we’re building products and services that connect millions—and we’re doing it with team members across 41 states. Built In has recognized Spectrum on several of its 2026 Best Places to Work lists across the U.S.
Learn More
Choosing the right internship can shape the direction of your career. At Spectrum, our interns don’t just observe – they contribute, learn and grow through hands-on experience that prepares them for what’s next after graduation.
Learn More
January is National Mentoring Month, a time to celebrate the power of guidance and the role models who help us connect where we are with where we want to be.
Learn More
Members of our sales team are responsible for connecting customers of all sizes with the Spectrum products and services that meet their unique needs. As we continue to grow, we’re looking for dynamic professionals to connect with and support customers across the country.
Learn More
Discover the 20-year career journey of Alex Gonzalez and see how constant drive and a hunger for knowledge fueled his rise to leadership at Spectrum.
Learn More
In celebration of National Engineering Week, we’re highlighting team members whose work helps turn complex technology into meaningful connections. Discover how they’re making an impact.
Learn More
At Spectrum, connection starts with community – and inside our Northeast Regional Headquarters in Rochester, NY, the walls now reflect the local neighborhoods we serve.
Learn More
What does total rewards actually mean at Spectrum? Nick Dunlap, Vice President of Compensation at Spectrum, breaks down how Spectrum’s benefits are designed to help employees earn more, grow faster and take ownership of their careers.
Learn More
For the fourth year in a row, Spectrum has been recognized as a 5 Star Employer in the 2026 VETS Indexes Employer Awards — the program’s highest distinction. This designation highlights our efforts in recruiting, hiring, retaining, developing and supporting veterans and the broader military-connected community.
Learn More
From managing wait times in a busy store to coaching her team, Spectrum Store Manager Ana Ramirez shows how clear expectations, peer coaching and true ownership ensure every customer leaves her store feeling heard, supported and confident.
Learn More
Being part of Spectrum’s Field Operations team is more than just a job—it’s the start of a long and successful career. Field Technicians help build, maintain, support and expand the fiber broadband network that brings our connectivity services to millions of people across the U.S.
Learn More
On our team, "thank you for your service" is just the start. Meet four veteran employees who transitioned from the military to our Customer Operations team through the Hiring Our Heroes corporate fellowship program and discover their tips for fellow veterans looking to build long and successful careers after the service.
Learn More
Our Stamford office looked a little different on Thursday, April 23—in the best way possible. Two hundred employees and their kids filled our headquarters for Bring Your Child to Work Day, turning a typical workday into something far more memorable.
Learn More
During National Volunteer Month, our teams are making a positive impact on those who need it most through acts of service. Learn how our team members got involved and made a difference.
Learn More
Learn about Priscilla Ramos’ journey from the call center to the Spectrum Stores management team and her tips for becoming a leader in retail sales.
Learn More
Discover how Store Manager Matthew Sanchez used the customer service, teamwork and productivity skills he acquired in previous retail leadership roles to develop the strengths that translate to everyday wins on the sales floor at Spectrum.
Learn More
Our team recently joined business, nonprofit, education and government leaders from across Stamford, CT, for the Stamford Partnership Benefit Event.
Learn More
Zuri White found more than just a job on Spectrum's Multi-Tenant Sales Representative (MTSR) team; she found a place where her sales leadership experience could make an impact. Discover why she was drawn to Spectrum and why she plans to stay.
Learn More
The way customers discover, purchase and manage connectivity is changing rapidly. Spectrum’s e-Commerce team is helping shape the digital experiences that will define the future of that journey.
Learn More
If you’ve ever left an interview replaying every answer in your head, you’re not alone. Many candidates assume the outcome hinges on a perfect response or a single mistake. According to Joshua Lieberman, Senior Manager of Talent Acquisition at Spectrum, hiring decisions are usually based on something much bigger.
Learn More
Sales wasn’t part of Senior Residential Connectivity Specialist Lysander Jimenez’s original plan; he trained as a pilot. But a shift into telecom became more than a practical career move—it became a calling, showing that real success is built on authentic connections.
Learn More
At Spectrum Business, outbound telesales is all about helping small and mid-sized businesses find the right connectivity solutions to power their operations. Think you need years of sales experience to earn top commissions? Think again. Spectrum Business Outbound Telesales Representative Keyiana Holmes in Charlotte, NC, made a successful shift from tech support into her current role 18 months ago. Her success selling small business connectivity solutions earned her a top 20 seller ranking, proving that transferable skills build success.
Learn More
When Sr. Residential Connectivity Sales Specialist Martin Serva joined Spectrum a little over a year ago, he was looking for a fresh start in sales. “It turned out to be one of the best decisions I’ve ever made,” he says. Discover how Martin has built a successful career on our team below.
Learn More
Every career starts somewhere and for many students, that first step is an internship. On National Intern Day (July 30) we celebrated the 180+ interns who joined us this summer from over 90 colleges and universities nationwide through the Spectrum Summer Internship Program.
Learn More
Many prospective small business owners might expect routine transactional questions when they call Spectrum about our connectivity services. But when they connect with K Todd, it’s a whole different experience. For Kenneth Merrick, a Spectrum Business Inbound Telesales Representative in Syracuse, NY, success starts not with a sales pitch, but with listening.
Learn More
A meaningful internship experience can shape a student’s career journey in many ways. That’s why at Spectrum, we work to make sure our interns feel supported from the moment they accept an offer through their internship experience and beyond, an approach recently recognized by Abode, with honors across four categories.
Learn More
To celebrate America’s 250th anniversary and honor the area’s military history, Wilmington Mayor Bill Saffo, State Senator Michael Lee, service members, veterans were joined by members of the Spectrum team aboard the Fantail at Battleship North Carolina.
Learn More
Customer Service Supervisor Ali Zakka knows a thing or two about overcoming obstacles. A three-time American Ninja Warrior contestant, Ali has also built an inspiring career at Spectrum, showing that customer service careers can lead to real growth opportunities.
Learn More
Spectrum’s Our company’s commitment to hiring veterans, National Guard and Army Reserve members runs deep. Now, thanks to the Texas Workforce Commission, our customers will know this the moment they step in our door.
Learn More
Ready to take the next step from a job to a career? Spectrum is building a new portfolio-based Outside Sales team near you and looking for motivated professionals to join us.
Learn More
When you join the Spectrum team, you will earn at least $20 an hour from day one, and that’s not all. Explore what a sales career with us can mean for you.
Learn More
Millions of Spectrum products – and the packages they arrive in – make their way from the imaginations of the Industrial Design team to customers’ homes and offices across the country.
Learn More
Hear from Dustin Phillips, Vice President of Device, Identity, and DNS at Spectrum, as he discusses how to build a culture of ownership through responsibility, accountability and duty.
Learn More
On April 21st, people and organizations around the globe celebrate World Creativity and Innovation Day to raise awareness of the roles creativity and innovation play in all aspects of human development.
Learn More
Spectrum is partnering with the city of Stamford, the Stamford Partnership and dae to launch the Stamford Tech Hub – a new workforce development initiative aimed at creating more opportunities for local job seekers interested in technology and innovation.
Learn More
Two of Spectrum's recent inventors have some tips and insight for any new potential inventors who are thinking about submitting an idea for a patent.
Learn More
The app offers Spectrum’s flagship local news, political and public affairs, general interest, and comprehensive weather reporting. It features original content produced by teams of dedicated digital reporters.
Learn More
Fit Finder is an easy-to-use tool designed to help you discover the types of jobs that align with your strengths, interests, and goals. Learn more.
Learn More
First in. Last out. Instilled in me during 23 years of military service, this mentality still rings true when it comes to my role in corporate recruiting.
Learn More
At Spectrum, our commitment to improving the communities we live and work in runs deep and is a value shared by many of our 100,000+ employees.
Learn More
Joella Wind, Group Vice President, Sales Operations and Enablement, has been honored by Multichannel News as one of its "Wonder Women of New York."
Learn More
From coast to coast, Kristin Gulasy has spent the last seven years progressing her career with Spectrum. For Kristin, she credits a lot of her career growth here to the opportunity to interface with many groups across the organization.
Learn More
For Spectrum’s Julie Unruh, Senior Vice President of Programming Finance, Analytics and Operations, a career is much more than job responsibilities and showing up every day.
Learn More
Laila M. started her Spectrum career as a high school intern after her family moved from Mexico City to the U.S. in search of “the American dream.” Now, 19 years later, she’s built a dynamic career and is helping small businesses achieve their dreams.
Learn More
Spectrum has been recognized by Forbes as a 2025 Best-In-State employer in four states, reflecting our investment in employees and their growth.
Learn More
As a member of the recruiting team, Vanessa B. has assisted individuals at key parts in their careers and she’s learned many best practices as a result.
Learn More
After his Navy service, Maintenance Technician Milo S. needed a hand and the nonprofit U.S. Vets stepped in – changing the course of his life.
Learn More
I've always been shy and just kind of keep to myself, which is not something you’d expect to hear from a recruiter. As a natural introvert, I had to learn how to build my confidence.
Learn More
In 2017, I was a Spectrum customer and one evening experienced an issue with my service. I asked my neighbor, who was a Spectrum technician, if he could help me out.
Learn More
From account executives to analysts and application developers, we’re continuing to hire and welcome you to imagine the opportunities in working for a nationally-recognized employer.
Learn More
Many Spectrum employees help dozens or even hundreds of customers daily. But Michael S. is one of a small band of Spectrum employees who serve hundreds of thousands of people—every single day.
Learn More
Hear from Davin, Manager of Human Resources, on his journey from a military career to the corporate world and uncover the unexpected similarities between the two.
Learn More
What growth opportunities exist at Spectrum? Look no further than Colleen Judson, GVP of Human Resources, who recently celebrated her 40-year work anniversary.
Learn More
Spectrum strives to create a more inclusive world with our continuous innovations in the Accessibility Space. One way we have accomplished this is through our Accessibility App, recognized by The American Foundation for the Blind (AFB).
Learn More
After an injury ended his professional baseball career, Yury began his journey with Spectrum 15-years ago. Discover his story and how he has been able to grow.
Learn More
The qualities developed during military service – leadership, teamwork, trustworthiness and respect – can translate to a thriving career in the private sector.
Learn More
As a regional vice president within Spectrum’s Field Operations business unit, I lead 3,500 employees who support over 10% of our customers.
Learn More
Customer Operations and the Accessibility team collaborate to form a group of customer service representatives dedicated to providing product support to our customers with disabilities.
Learn More
Javier earned his college degree, advanced his career, and adopted his first son with help from Spectrum’s benefits. Learn more about his journey and how he says Spectrum is enriching both his personal and professional life.
Learn More
Hear from Claire, Vice President of Marketing and Creative Strategy at Spectrum, as she discusses how personal branding has benefited her career.
Learn More
Success in direct sales isn't just about personality; it's about habits and relationships. At Spectrum Business, this means engaging with local small and medium-sized business owners to understand their connectivity needs. Spectrum Business Senior Account Executive Luke Nuttle has learned how to succeed by trusting the process, following through and staying adaptable. He is sharing more on what he’s discovered throughout his career below.
Learn More
Meet Anne Swords, a Spectrum leader turning her experience with vision loss into a career built on accessibility, resilience and connection.
Learn More
Navy veteran Aaron, accredits his career success to the many growth and development opportunities at Spectrum by utilizing resources such as our Education Assistance program. Learn more about his journey to a rewarding career at Spectrum.
Learn More
We are honored to introduce our new Education Benefit, powered by Guild, which provides employees access to debt free degree and certificate programs. By connecting our employees to over 300 programs from more than 30 colleges and universities, they have the opportunity to build a lasting career at Spectrum.
Learn More
Inspired by his team's camaraderie and unwavering support, Jakolby took the initiative to complete Spectrum's self-progression programs and has grown from a Field Technician I to Field Technician V in just under two years.
Learn More
After a childhood that included moving to the United States from Scotland, Kat joined the company in 2014. In less than 10 years, she has risen from Service Technician to Area Vice President and earned multiple degrees through our education assistance program.
Learn More
Davin B. is one of Spectrum’s newest Product Strategy Analysts. His career at Spectrum started with a summer internship and recently evolved into a full-time position.
Learn More
Spectrum recognizes technology as a critical strategy for both customer experience and company growth. One of the most compelling aspects of being part of P&T is not only the technology but also the people moving it forward.
Learn More
After spending a year and a half as a pediatric critical care nurse, Grace pursued a career path in technology. Now a software engineer at Spectrum, Grace leverages her problem-solving skills and passion for innovation from her nursing background.
Learn More
Jay manages a team of 15-20 chat agents, overseeing performance, development, operations, ticket processing, payroll, and frontline support to ensure exceptional service delivery.
Learn More
Our new Employee Stock Purchase Plan gives employees the opportunity to become owners in our company. In addition to our comprehensive benefits, this is another way we’re continuing to invest in our workforce. Learn more.
Learn More
Jeremy, Field Business Planning Analyst, has lived with muscular dystrophy since childhood. Since joining Spectrum as a call center agent nearly two decades ago, Jeremy has been equipped with the access, tools, and support he needs to be successful.
Learn More
Three employees share how they’ve leveraged their military experience to advance their careers. From self-progression opportunities offering further development, to joining one of Spectrum's five business resource groups, these employees demonstrate that Spectrum offers an environment where veterans can thrive.
Learn More
Lori, HR Manager, has built a successful career by establishing strong professional connections. Recently, Lori clued us in on three of her biggest networking tips, and why Spectrum is a great place to build strong connections.
Learn More
When Alex of Geneva, New York, received a letter from company executives asking why he hadn’t advanced his career, he knew it was time to face his fears of Field Operations’ self-progression program. A very impactful phone call convinced him to take the next step.
Learn More
A newly promoted Vice President followed the example of colleagues who used our Tuition Reimbursement Program. Now, she’s an example of how other employees can positively affect their career progression.
Learn More
Spectrum recently partnered with TechCrunch to host the “Future of Streaming” webinar. Elena Ritchie, GVP of Video Content, shared her perspective on the streaming industry, the recent launch of the Xumo Stream Box, the breadth of roles available at Spectrum and more.
Learn More
At age 50, Kathleen decided she was ready to head down a brand-new career path, ultimately transitioning from the classroom to a corporate career. Read more as she shares valuable tips on how others can feel empowered to reinvent their career paths.
Learn More
Hear from Spectrum Community Center Assist volunteers on the importance of giving back to their communities, and the impact it had on not only their lives, but the lives of those around them.
Learn More
Being named one of America’s Best Employers For Tech Workers by Forbes and Statista highlights our commitment to creating a supportive environment where our team can thrive and succeed.
Learn More
After introducing what is the only Broadband Field Technician Program in the industry, Spectrum is recognized by the Department of Labor for enabling employees to take charge of their careers.
Learn More
