Top Operations & Support Jobs in Charlotte, NC

Manages Workforce Management Analysts and real-time staffing operations for internal and outsourced contact centers. Oversees forecasting, staffing, scheduling, occupancy, service levels, adherence, overtime, voluntary time off, shrinkage, and call-volume analysis. Coordinates workforce teams and site leadership, investigates service-level issues, adjusts forecasts and staffing requirements, escalates operational problems, and develops improvement plans. Requires leadership experience and extensive workforce management scheduling and forecasting expertise.

Handles Spectrum Business customer billing inquiries, processes payments, presents relevant products and services, resolves concerns, documents account activity, and provides professional support. The role requires accurate customer service, familiarity with multiple software systems, effective communication, schedule adherence, and participation in coaching. A high school diploma and basic external customer service experience are required; call center, high-volume phone, computer application, or telecommunications experience is preferred.

Provides inbound billing support to customers by answering questions, resolving account issues, explaining products and services, and maintaining high customer service standards. The role requires empathy, professionalism, multitasking, computer proficiency, and collaboration with management on escalations. Employees must work varied shifts, including nights, weekends, and holidays, in a fast-paced call-center environment.

Leads workforce management for contact center operations by overseeing forecasting, scheduling, staffing adjustments, service levels, occupancy, overtime, and intraday activities. Analyzes productivity and staffing trends, validates forecasts, coordinates with internal and outsourced centers, manages workforce systems and processes, and develops team capabilities. The role requires advanced Excel, workforce management scheduling and forecasting experience, inbound contact center experience, and strong analytical, communication, and problem-solving skills.

Oversees workforce scheduling, forecasting support, real-time adherence, staffing coverage, absence tracking, and service-level reporting in an inbound contact center. Uses workforce management software to optimize shifts, breaks, overtime, and voluntary time off; audits workforce data, monitors call statistics, communicates staffing issues to leadership, and supports resource planning and operational improvements.

Leads workforce traffic teams and managers, overseeing forecasting, capacity planning, scheduling, real-time staffing adjustments, routing, skilling, shrinkage, overtime, and service-level performance. Partners with operations, training, telecom, marketing, and HR to improve contact center productivity and customer experience. Manages workforce management technologies, analyzes volumes and handle times, develops staffing strategies, and implements process improvements across internal and vendor-supported contact centers.

Analyzes workforce forecasts, staffing levels, schedules, service levels, and real-time contact center performance. Adjusts workforce management software variables, coordinates overtime and voluntary time off, monitors schedule adherence, resolves routing and tool issues, and collaborates with internal and outsourced teams. Uses post-day analysis to recommend and track corrective actions that improve operational efficiency and customer satisfaction.

Analyzes real-time contact center performance, forecasts, staffing levels, service levels, and occupancy. Adjusts intraday forecasts, coordinates overtime and voluntary time off, manages staffing across internal and outsourced centers, and escalates operational issues. The role collaborates with sites and internal teams to resolve anomalies, optimize scheduling, and implement post-day improvement plans. Requires workforce management software experience, contact center knowledge, statistical analysis skills, and proficiency with Excel and Access.