# James Arroyo

James Arroyo is a remote worker on Himalayas, Sr. Workforce Traffic Analyst at Spectrum Charter Communications, Inc., based in United States.

Source: https://himalayas.app/@jamesarroyo

```text
Workforce Traffic Analyst at Spectrum who validates staffing forecasts and monitors intraday service levels.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 70k+ USD |
| Job categories | Workforce Management Analyst, Real Time Analyst, Workforce Management Analyst, Queue Analyst |
| Skills | Workforce Management, Real Time Management, Intraday Management, Forecasting, Staffing Analysis, FTE Planning, Schedule Adherence, Service Level Analysis, Occupancy Analytics, AHT Analysis, Performance Monitoring, Reporting, Dashboard Development, Process Improvement, SQL |
| LinkedIn | https://linkedin.com/in/james-arroyo-j2 |

## About

```text
At Spectrum Charter Communications, Inc., I reviewed contact-volume, AHT, FTE, and staffing forecasts to validate accuracy and assess site-level staffing attainment. I also monitored real-time call statistics and schedule adherence with Workforce Management teams.

I developed intraday service-level and occupancy analyses to identify events affecting customer-care performance. I also developed processes, tools, training materials, and curricula for new and existing lines of business.

Earlier, at One Touch Direct, I supported call-center agents through scheduling, training, and task coordination, and prepared reports using Avaya CMS, Vantage Point, and Microsoft Excel. My experience also includes workforce planning, reporting, and operational support at Spectrum, and security work with the Transportation Security Administration.
```

## Experience

### Sr. Workforce Traffic Analyst

Spectrum Charter Communications, Inc.. Sep 2023 - Jul 2026

```text
Reviewed and evaluated contact-volume, AHT, FTE, and staffing forecasts to validate accuracy and identify trends. Monitored real-time call statistics and schedule adherence, and led teams of up to 15 employees when management was unavailable.
```

Skills: Workforce-Management, Real-Time-Management, Intraday-Management, Forecasting, Staffing-Analysis, Schedule-Adherence, Service-Level, Occupancies, AHT-Analysis, FTE-Planning, Performance-Monitoring, Excel, Avaya-CMS, Vantage-Point, SQL

### Workforce Traffic Analyst

Spectrum Charter Communications, Inc.. May 2018 - Sep 2023

```text
Analyzed contact-volume, AHT, FTE, and staffing forecasts to support workforce planning. Monitored real-time call statistics and schedule adherence, and produced intraday service-level and occupancy analyses.
```

Skills: Workforce-Management, Real-Time-Management, Intraday-Management, Forecasting, Staffing-Analysis, Schedule-Adherence, Service-Level, Occupancies, AHT-Analysis, FTE-Planning, Performance-Monitoring, Excel, Avaya-CMS, Vantage-Point, SQL

### Queue Analyst / Retention Manager

[One Touch Direct](https://himalayas.app/companies/onetouch-direct). Mar 2016 - Apr 2018

```text
Managed and supported call-center agents through scheduling, training, and task coordination. Prepared documents and reports using Avaya CMS, Vantage Point, and Microsoft Excel, and verified payroll records.
```

Skills: Call-Center-Management, Scheduling, Training, Avaya-CMS, Vantage-Point, Excel, Payroll, Staffing, Workforce-Readiness

### Residential Sales Representative

Wide Open West (WOW!). Oct 2015 - Mar 2016

```text
Presented customized cable, internet, and phone solutions while consistently performing within the top 25% of the company. Conducted follow-up consultations to confirm customer satisfaction and support retention.
```

Skills: Sales, Customer-Service, Customer-Retention, Consultative-Selling

### Security Officer

Transportation Security Administration. Feb 2004 - May 2015

```text
Served as a lead or supervisor by assigning staff, training new hires, and interpreting policies. Coordinated with multiple departments to resolve issues while maintaining regulatory compliance.
```

Skills: Security, Leadership, Training, Policy-Interpretation, Compliance, De-escalation, Communication-Skills

## Tech stack

- Microsoft Excel
- SQL

To contact James, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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