Senior Analyst Workforce Analytics

Company

Cox Automotive - USA

Job Family Group

Business Operations

Job Profile

Workforce Analytics Sr Analyst

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $72,200.00 - $108,200.00. 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

Sr Analyst Workforce Analytics

The Sr. Analyst Workforce Analytics will develop, foster and execute a workforce management strategy that is driven by and complements organizational strategy. Develops, implements and oversees execution of methodologies to maximize forecast accuracy. Creates and maintains short, mid, and long-range capacity plans to balance customer experience objectives along with effective staffing and capacity management to meet designated budget and financial goals. Implements and maintains analysis and forecasting best practices to create accurate, realistic capacity plans.

What You’ll Do

• Maintains Workforce Analytics Forecasting models and follows established processes and methodologies for forecast locks across multiple queues and business units. Forecast models include contact volume, average handle time, required headcount, and new hire plans.

• Using forecasting methods and tools to meet SLA’s, develop and maintain efficient schedules to ensure long-term optimization for both the company and agents.

• Anticipate coverage needs, training, project work, PTO, and leaves of absence to guarantee acceptable coverage and reliable service levels.

• Prepare and present Workforce Analysis and reporting as needed, including performance against expectations and outages

• Drives accountability to achieve forecasting accuracy goals on an intraday, daily, weekly, and monthly level for all assigned queues.

• Conducts real-time performance-related monitoring to help business areas ensure appropriate staffing and adjusts staff schedules to achieve the target

• Creates and maintains forecasts for capacity planning, develops schedules,

• builds intraday plans, and coordinates with other departments when outages occur.

• May train others on some key tasks within the organization.

• Assists with special projects as assigned.

What’s In It For You 

At Cox, we reward your hard work with meaningful benefits. 

First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! 

We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day.  We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. 

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more. 

Who You Are 

Minimum

• Bachelor’s degree in a related discipline (i.e. Business, Finance, Mathematics, etc.)  and 4 years’ experience in a related field (e.g. reporting, statistics, data modeling, data analytics, data visualization, data interpretation). The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 8 years’ experience in a related field.

• Proficient with Genesys contact center systems

• Proven aptitude for math and analytics.

• Excellent soft skills such as: interpersonal, leadership, presentation, and collaborative to all for working effectively with teams throughout the organization.

Preferred 

• 5+ years of successful experience researching and analyzing qualitative and quantitative data in a related f