Senior Workforce Analytics Analyst - Forecasting

Company

Cox Automotive - USA

Job Family Group

Business Operations

Job Profile

Workforce Analytics Sr Analyst

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $70,700.00 - $106,100.00. 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

The Senior Workforce Analytics Analyst - Forecasting is responsible for foundation knowledge and execution of closely monitoring historical data and trends, creating short-term as well as long-term forecasts for volume, handling time, shrinkage, attrition, and hiring plans. Additionally, the Forecast Analyst will conduct what-if analysis and other scenario-based analyses and provide insight to Senior Leadership as to impact on staffing and budget. To be successful, they will work closely with the Financial Planning and Analysis teams, Sr Leadership, WFM Scheduling analysts, training teams and recruiting teams. The Senior Workforce Analytics Analyst will make decisions on long-term shrinkage allocation approvals for one to twelve months out.

What You'll Do

• Advanced skills at creating short-term and long-term volume, handle time, attrition, shrinkage and hiring plans for all supported groups.

• Develops staff plans, including attrition to ensure service level targets are met with most effective team member / business process outsourcer utilization.

• Tracks and reports on historical performance, trends, and leverages this data to build most accurate forecasts for all channels.

• Manages monthly forecast lock process for internal and 3rd party partners

• Optimizes resource planning process and collaborates with Training, Finance, Vendor Management, Operations and 3rd party to align staffing to budget expectations

• Meets quarterly with Operations to review capacity plan models and strategy for next 6 months.

• Manages incoming projects for staffing analysis and provides timely updates and recommendations

• Coordinates with departmental senior leadership teams regarding trends, forecasts and all capacity planning activities.

• Lead capacity plan discussions/axtion planning during Weekly Tactical meetings with department leadership detailing past call volume, call patterns, and staffing patterns including monthly and other long-range forecasts.

• Maintain and provide budget related data, including a monthly review to project financial results and prepare variance analysis and commentary.

• Complete what-if analysis, risk assessment and sensitivity analysis on plans on a regular basis.

• Develop creative solutions to solve staffing related challenges.

• Prepare annual headcount analysis and clearly communicate required staff, timing and expected results for budget cycle.

• Collaborate with Operations management to balance both operational, agent, and service level needs with regards to the administration of scheduling needs

• Manages multiple projects across CAI and 3rd party partners to support forecasting initiatives

• Partners with Marketing, Sales and Product team to understand upcoming initiatives and apply inputs into forecast model

• Manages forecasting standard operating procedures.

• Administrator for Genesys Forecasting inputs and normalizing of data, as needed.

• Support forecasting team with daily workload and escalation process

• Provides daily support for intraday and scheduling staff and administers training, as needed

• Other duties as assigned

Who You Are

Minimum

• Bachelor’s degree in a related discipline and 4 years’ experience in a related field. 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.

• Experience within a contact center environment required. 1+ years of Workforce Management experience preferred.

• 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 MS Office (Word, Power Point and Excel) required.

• Mastery of statistical analysis and measurement

• Advanced understanding and application of forecast, scheduling, and intraday methodologies

• Advance capacity planning skills

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

• Advance knowledge of eWFM tools, specifically Genesys Cloud and Salesfor

• Strong Project management skills

• Other duties as needed or required.

• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements.

Preferred

• 5+ years Workforce Management experience

• WFM certification

Drug Testing

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.

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, parental leave, and COVID-19 vaccination leave.

About Us

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.

Application Deadline: 06/19/2024 Apply