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 field (Field Operations, Customer Care, Data Analysis, Collections, Finance, Business Operations, etc.).
- 5+ years of experience forecasting and scheduling with Workforce Management software.
- 5+ years of successful experience using Microsoft Office Suite applications in a work setting with strong knowledge in Excel.
USD 72,200.00 - 108,200.00 per year
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.
Benefits:
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Top Skills
What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
