Company
Cox Automotive - USAJob Family Group
Business OperationsJob Profile
Workforce Analytics Sr AnalystManagement Level
Individual ContributorFlexible Work Option
Can work remotely anywhere in the specified countryTravel %
Yes, 25% of the timeWork Shift
DayCompensation
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