# josue felix

josue felix is a remote worker on Himalayas, Sr. Manager, Workforce Management at Spectrum, based in United States.

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

```text
Workforce Management leader at Spectrum who developed an AI-assisted planning tool and secured approval for 48 additional agents.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 115k+ USD |
| Job categories | Workforce Management Manager, Workforce Management Analyst, Forecasting Analyst, Staffing Analyst, Capacity Planning Manager |
| Skills | Workforce Management, Capacity Planning, Demand Forecasting, Staffing Operations, Workforce Modeling, Scheduling, Intraday Management, Staffing Allocation, BPO Vendor Management, Multi Site Operations, Process Transformation, AI Augmented Decision Systems, SQL, Power BI, Tableau |

## About

```text
At Spectrum, I developed an AI-assisted planning tool on an internal Claude-powered platform to compare historical performance with staffing plans, identify trends behind service-level misses, and generate recommendations for analyst review. I also identified staffing gaps through workforce modeling and secured approval for 48 additional internal agents, who were subsequently hired.

Across workforce planning roles at Spectrum, Altice USA, and Cablevision Optimum, I’ve worked on forecasting, staffing operations, and analytics. I replaced manual data pulls with SQL-connected forecasting workbooks and Tableau and Power BI dashboards, and provided real-time workforce support for 500 agents across three queues at Cablevision Optimum.
```

## Experience

### Sr. Manager, Workforce Management (current)

Spectrum. Jan 2020 - Present

```text
Developed an AI-assisted planning tool on an internal Claude-powered platform to compare historical performance against staffing plans and generate recommendations. Identified staffing gaps and secured approval for 48 additional internal agents, and coordinated site selection and shift bids during a vendor exit.
```

Skills: AI-Assisted-Planning, Workforce-Modeling, Staffing-Analysis, SQL, BI-Automation, Vendor-Management, Multi-Site-Operations, Process-Transformation, Analytical-Development

### Manager, Workforce Management

Spectrum. Jan 2019 - Dec 2019

```text
Established weekly forecasting reviews and built staffing models for a bilingual Small Business launch. Developed a daily audit of agent and skill assignments, reducing agent-coding errors from 17% to 3%.
```

Skills: Forecasting, Staffing-Models, Workforce-Management, Data-Analysis, Process-Improvement

### Forecasting & Staffing Analyst

Spectrum. Jan 2017 - Dec 2018

```text
Replaced manual data pulls with SQL-connected forecasting workbooks and Tableau/Power BI dashboards. Presented scheduling scenarios to leadership and partnered with Marketing to assess contact volume for a product launch.
```

Skills: SQL, Tableau, Power-BI, Forecasting, Staffing-Analysis, Data-Automation

### Forecast & Staffing Analyst

Altice USA. Jan 2014 - Dec 2016

```text
Linked marketing campaigns and product launches to contact-volume trends, identifying 10-20% higher campaign volume. Aligned holiday staffing and time off with post-holiday demand, and coordinated staffing during Winter Storm Jonas.
```

Skills: Forecasting, Staffing, Data-Analysis, Campaign-Analysis, Workforce-Coordination

### Traffic Analyst (Special Teams)

Cablevision Optimum. Jan 2007 - Dec 2013

```text
Provided real-time workforce support for 500 agents across three queues, reallocating agents and adjusting breaks to address intraday gaps. Helped implement workforce-platform bulk uploads, reducing processing time from 12 to 4 minutes.
```

Skills: Real-Time-Staffing-Management, Intraday-Management, Workforce-Platform, Process-Improvement

## Education

### Southern New Hampshire University

Bachelor of Science, Database Applications

```text
Bachelor of Science in Database Applications from Southern New Hampshire University, completed in 2021.
```

### Katherine Gibbs College

Associate of Science, Computer Networking Operations

```text
Associate of Science in Computer Networking Operations from Katherine Gibbs College, completed in 2003.
```

## Tech stack

- Tableau
- Microsoft Excel
- SQL
- Power BI

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

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