Your Role:
The Workforce Analytics Specialist II has foundational knowledge in analysis trends within assigned operations including call volumes, call patterns, staff productivity and resource allocation. The Specialist II uses analysis results to recommend and support the implementation of plans to meet service level expectations.
Job Summary:
- Foundational management of Real Time Monitoring of multiple queues, agent changes, group changes, and various ad hoc reporting, as necessary.
- Monitors and reacts to fluctuations in contact volumes, call patterns, call trends and staff productivity for assigned groups.
- Sends out reports to a company-wide audience containing the performance for the day/week/month/year including all key performance indicators (KPI's).
- Monitors Genesys reports with acceptable agent adherence to schedules.
- Produces and delivers interval-level strategies and reports to effectively manage the performance for each call center business and drive acceptable results.
- Delivers Daily Happening Report (morning) and End-of-Day review (evening) for mitigation planning each day.
- Uses data and analysis to make appropriate adjustments to ensure coverage.
- Monitors daily results and makes recommendations to utilize capacity or execute contingency plans.
- Communicates and coordinates with operations leadership to assist in making decisions regarding OT, VTO, and off-phone activities.
- Maintains best practices and identifies improvements based on experience.
- Assists with scheduling requests and schedule optimization, as needed.
- Assists with the fulfillment of workforce guidelines.
- Conducts analysis on daily and historical performance data to identify trends in call patterns and provide recommendations to leadership and Workforce Management team.
- Provides supervisory staff with appropriate feedback to share with employees.
Minimum Qualifications:
- High school diploma/GED and 3 years experience in a related field. At least 1 year of this experience must be in a contact center. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field.
- Must have experience working in Genesys Cloud.
- Experience in data analysis and reporting.
- Must possess effective communication and process management skills.
- Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
- Knowledge of various computer applications including experience with business support applications such as Microsoft office (Word, Power Point and Excel).
- Foundational interpersonal, presentation, and collaborative skills to work effectively with teams throughout the organization.
Preferred Qualifications:
- 1+ years of Workforce management experience (intraday or scheduling)
- Experience with Intradiem is preferred.
USD 19.57 - 29.38 per hour
Compensation:
Hourly base pay rate is $19.57 - $29.38/hour. The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. 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.
Application Deadline: 10/07/2025
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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.
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