Manager, Workforce Analytics

Company

Cox Automotive - USA

Business Operations

Manager, Workforce Analytics

Manager - People LeaderCan work remotely anywhere in the specified country

Yes, 5% of the time

Day

Compensation

Compensation includes a base salary in the range of $92,300.00 - $153,900.00. 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.

The Manager, Workforce Analytics is responsible for leading workforce management operations, strategy, analytics, and optimization across a complex, multi-brand enterprise portfolio within Cox Automotive. This role provides day-to-day leadership to Workforce Management (WFM) professionals and Real-Time Analysts (RTAs), supporting a diverse portfolio of contact center operations across Cox Automotive while driving WFM maturity, process standardization, accountability, and workforce technology optimization.

Partnering closely with Operations, Finance, Client Operations Leadership, CAI stakeholders, Product, and third-party partners, the manager oversees forecasting, capacity planning, service level attainment, WFM analytics, schedule adherence, resource allocation, and intraday performance to ensure goals are achieved. The role also provides leadership and oversight for WFM readiness related to new initiatives, products, channels and pilots, ensuring appropriate staffing strategies, operational support models, success metrics, and performance monitoring are established through pilot and general availability (GA) release.

Additionally, the manager is responsible for enabling WFM continuous improvement, innovation, process standardization, and best practice adoption across brands. This role leads the optimization of workforce technologies, automation, and reporting capabilities, including platforms such as Genesys and intradiem, to improve consistency, scalability, operational efficiency, and business outcomes. The candidate stays current on industry trends, emerging technologies, and workforce management best practices, leveraging those insights to recommend and implement innovative solutions that support strategic initiatives and operational excellence.

The ideal candidate combines deep workforce management expertise, strong analytical and leadership capabilities, and a data-driven approach to decision making. They are an effective people leader with a demonstrated ability to hire, develop, coach, and hold team members accountable while fostering a culture of engagement, innovation, continuous improvement and operational excellence. The successful candidate builds trust and influences stakeholders across the organization, champions the adoption of strategic initiatives and emerging technologies, and leverages industry best practices to drive operational efficiencies, enhance customer and employee experiences, and support strategic and financial objectives.  

What You'll Do

• Leads Workforce Management Operations team in the achievement of strategic and operational objectives across a complex, multi-brand enterprise portfolio.

• Provides day-to-day guidance, coaching, development, and accountabilities to support the WFM staff and allied internal and external stakeholders.

• Enable WFM maturity, process standardization, accountability, and workforce technology optimization across supported organizations.

• Partner with Operations, Finance, Leadership, Product, CAI stakeholders, and 3rd party partners to support business objectives and operational performance.

• Oversees the workforce tools utilized to optimize workforce planning, scheduling, real-time management, and performance reporting across multi-channel operations including voice, email, text messaging and chat support.

• Monitor, Track and Analyze call center, help desk, service center, back-office volumes to optimize workforce capabilities across channels and teams while identifying and driving actionable insights.

• Hiring, Coaching and Development of Full-time Workforce Management Employees.

• Optimizes Schedule adherence and provides actionable insights to stakeholders for improvement.

• Achieves and Optimizes Service level attainment.

• Manages Workforce Management (WFM) staff and ensures effective performance of: Forecasting, Scheduling, Real-Time Operations, Capacity planning, Analytics, Queue and volume monitoring, Off-line activity approval.

• Analyzes diverse metrics to conduct forecasting, create staffing schedules and monitor real-time for schedule adherence

• Expert in Genesys Administrations and configuration

• Strong Project Management skills and ability to enforce continuous improvement best practices in workforce management.

• Identify areas of opportunity and implement innovative process improvements.

• Strong verbal and written communication skills.

Who You Are

Minimum

• Bachelor’s degree in a related discipline and 6 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years experience; a Ph.D. and 1 year experience in a related field; or 10 years experience in a related field

• 1+ year of experience managing direct reports

• Must possess effective communication and process management skills.

• Demonstrated ability to lead a collaborative team environment.

• Expertise in Workforce Management software such as Genesys Cloud

• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.

• Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.

Preferred

• Ability to identify problems, troubleshoot, and initiate corrective actions and preventative actions.

• Capacity to design advanced analytics, successfully identifying patterns and devising solutions to address trends actively.

• Follow up skills.

• Ability to manage and respond to multiple open issues.

• Identify, initiate, and implement process improvement projects.

• Ability to perform Root Cause Analysis on performance issues and provide actionable insights

• Genesys Certification

• Experience with Continuous Improvement and Lean methodologies.

• Contact Center WFM Reporting and Analytics experience

• Experience leading the implementation and deployment of workforce management platforms in a contact center environment

• Experience supporting workforce management functions across a multi-contact center environment

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

EOE, including disability/vets

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

 Application Deadline: 08/03/2026