Senior Business Intelligence Analyst

Company

Cox Automotive - USA

Job Family Group

Data Intelligence & Science

Job Profile

Business Intelligence Sr Analyst

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $89,400.00 - $134,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Cox Automotive seeking a Senior Business Intelligence Analyst to join our Workforce Strategy & Analytics team to help shape the future of workforce management across Manheim. This role acts as a technical and strategic expert, leveraging advanced Business Intelligence tools, AI-driven analytics, and predictive modeling to deliver actionable insights that optimize contact center operational efficiency.

The Senior Analyst is responsible for leading analytical efforts related to call center performance, operational efficiency, and customer experience. This role partners closely with Contact Center Operations, Workforce Management, Finance, and Technology teams to transform large volumes of interaction data into actionable insights through advanced reporting, dashboards, and deep-dive analyses. The ideal candidate combines strong analytical and technical skills with a deep understanding of call center metrics, data modeling, and storytelling.

What You’ll Do

Call Center Analytics & Insights

• Analyze inbound and outbound call center performance across voice, chat, email, and digital channels

• Develop insights around key metrics
  Define, validate, and maintain key performance metrics while ensuring data integrity and governance. Performance metrics/indicators include AHT, ASA, Service Level, Abandonment Rate, First Contact Resolution, Transfer Rates, Repeat Contacts, as well as Occupancy, Adherence, Shrinkage, CSAT, NPS, and more.

• Identify trends, anomalies, and root causes impacting efficiency, customer experience, and cost

• Data Preparation and Transformation
  Ingest, clean, and transform data from multiple sources to ensure accuracy and usability for analysis.

• Build Metrics and Monitor Data Quality
  Define, validate, and maintain key performance indicators while ensuring data integrity and governance.

Visualization and Reporting

• Design dashboards and reports using tools like Power BI or Tableau to communicate insights effectively and enable data-driven decisions that reduce overtime costs.

• Ensure consistency and accuracy of KPIs across reports and platforms.

• Translate complex datasets into clear, concise, and actionable visualizations.

• Continuously improving reporting efficiency and self-service capabilities.

Strategic and Ad Hoc Analysis

• Conduct deep-dive analyses on staffing models, volume drivers, handle time variability, and performance gaps.

• Support workforce planning, budgeting, and forecasting initiatives with data-driven insights.

• Perform scenario analysis to assess operational changes, policy impacts, or technology implementations.

Collaborate with Stakeholders

• Act as a trusted analytical partner to call center leadership and operations teams.

• Translate business questions into analytical approaches and clearly communicate findings and recommendations.

• Influence decision-making by connecting analytics to operational and financial outcomes.

Data Governance & Best Practices

• Establish and promote best practices for BI development, documentation, and data governance.

• Mentor junior analysts and provide technical and analytical guidance.

• Ensure compliance with data privacy and security standards.

How you’ll Do It

• Leverage Advanced BI Tools and AI Frameworks: Utilize modern BI plat