• Job Description

  Req#: R202438356

  Company

  Cox Communications, Inc.

  Job Family Group

  Business Operations

  Job Profile

  Workforce Analytics Analyst II

  Management Level

  Individual Contributor

  Flexible Work Option

  Can work remotely but need to live in the specified city, state, or region

  Travel %

  Yes, 5% of the time

  Work Shift

  Day

  Compensation

  Compensation includes a base salary of $58,400.00 - $87,600.00. 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 Workforce Analytics Analysts II supports Customer Care, Sales, Retention or Collections. As an analyst, individuals will be responsible for call center forecasting support for a specific line of business. Key activities include the creation of monthly, daily and interval forecasts and generating required headcount. Forecasts analysts are accountable for maintaining an acceptable level of forecast accuracy.

  • Create accurate contact center forecasts (30-minute interval to monthly)
    • Maintain Workforce Management system (Aspect eWFM) with accurate call history and arrival patterns
    • Maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers
  • Provide an accurate “locked” forecast and preview for vendor partners
  • Conduct regular trend analysis for specific LOB (line of business)
  • Establish and maintain site specific hire plans for each LOB supported
  • Maintain accurate headcount numbers
  • Proactively make recommendations on staffing to maximize KPI’s
  • Identify and escalate potential risk to attainment of Key Performance Indicators
  • Incorporate pre-defined impacts of upcoming initiatives into planning models (Products, Marketing, etc.)
  • Partner with scheduling and intraday teams to ensure end-to-end planning and execution is aligned
  • Participate in annual budget creations and regular refresh of budget assumptions
  • Publish regular reports
  • Identify potential process improvements
  • Facilitate regular meetings with LOB (Line of Business) partners

  Qualifications

  Minimum

  • Bachelor’s degree in a related discipline and 2 years of experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience or 6 years of related experience forecasting, Digital contact and scheduling with Workforce Management software
  • Proven aptitude for math and analytics required
  • Strong Microsoft Office skills (Excel, Word, Power Point) required
  • Strong relationship management skills are required

  Preferred

  • BS/BA degree in related discipline (Business, Finance or Mathematics) strongly desired
  • 3 years of demonstrated experience in long range forecasting, planning & staffing analysis strongly preferred
  • Aspect eWFM experience preferred
  • Proven experience presenting & consulting with operational leadership preferred
  • Experience in telecommunications industry desired.
  • Full understanding of LOB supported and business drivers, including call handling procedures and call routing
  • Advanced Microsoft Excel skills including complex formulas, workbook linking, data filtering
  • Advanced knowledge of eWFM forecast groups and settings

  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

  Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. 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.

• About the company

  Cox Communications, Inc. is an American digital cable television provider, telecommunications and home automation services.

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