Workforce Mgmt Systems Analyst

Responsible for ensuring Aspect Workforce Management (WFM) is configured to best support the common processes for Charter's Shared Services Traffic Organization, Business Planning Short Term Forecasting & Scheduling and Site Workforce Management teams. This position supports the Director of Shared Services Traffic.

Actively and consistently support all efforts to simplify and enhance the customer experience by leveraging the WFM platform within Customer Operations.

Develop and manage all Aspect Workforce Management configurations to ensure maximum efficiency of the software. This includes all configuration of the software, managing the system rules for Empower and Virtual Schedule Attendant, maintaining security by regulating user access, maintaining system efficiency through regular system auditing and optimization.

Coordinate and oversee system interface with outside systems such as payroll and reporting (XDW, BI, CORPortal).

Support and pursue any update or modifications to the WFM modules, including release management with the vendor.

Maintain Aspect Workforce Management license management and controls.

Troubleshoot systems issues reported by Aspect Workforce Management users.

Educate Aspect Workforce Management users on new features and processes, as well as assist with on-going training.

Contribute to the Company vision of being the industry leader in customer service and operational effectiveness through the analysis, management and implementation of the key Workforce Management processes and maximize the utilization of the WFM platform.

Develop and maintain world class principles and practices for Charter's workforce management team and the outsourcers' workforce management teams. Collaborate with Contact Center Management, Marketing, Technical Operations, Human Resources, Finance, Information Technology, Outsource Partners and others to develop and leverage best practices to reach shared goals.

Review existing processes to insure they support urgency, accountability and continuous improvement regarding Workforce Management strategy, policy, planning, process design and delivery.

Perform other duties as required by Manager.

Skills / Abilities and Knowledge
Understanding of Aspect Workforce Management (WFM)
Extensive Call Center Workforce Management Experience and Best Practices
Understanding of:
  • Relational database model
  • Data flow diagrams
  • Windows server and services
  • Internet Information Services
  • Active Directory

Strong knowledge of the call center industry
Working knowledge of contact center and telecom technology
Ability to manage multiple initiatives and priorities in the dynamic environment of the media industry
Ability to communicate verbally and in writing in a clear and straightforward manner

Education (level and type)
Bachelor's degree preferred
Related Work Experience Number Of Years
Workforce planning, scheduling and tracking experience 5
Management experience in a multi-site contact center environment 5

Office environment
Some travel required
Rotational afterhours support for system issues (limited)

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