Workforce Mgmt Systems Analyst - (Louisville, KY)

Workforce Mgmt Systems Analyst Client Reference Code: 190670-1 JOB OVERVIEW Responsible supporting the common processes Charter's National Workforce Management Customer Care organization. Common processes includes (a) capacity planning for the 8 (8) internal Charter sites, fourteen (14) outsource sites (in 3 outsourcers), for 24 call types; (b) aligning forecasting methods between 5 (5) forecasting analysts, (c) coordinating training and other common out of seat (OOS) activities, (d) determining hiring plans by site and call type, and (e) working with outsourcers for the common processes and usage of the Aspect eWFM system (including agent info data entry, trial schedule development, trial runs, assignment of schedules, reporting of exceptions, vacation and under-time. This position supports the Director of Workforce.