Manager, Workforce Analytics
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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
Responsibilities
- 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.
Benefits
- flexible vacation with pay
- seven paid holidays
- up to 160 hours of paid wellness annually
- bereavement leave
- time off to vote
- jury duty leave
- volunteer time off
- military leave
- parental leave
- health care insurance (medical, dental, vision)
- retirement planning (401(k))
- paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
