53 applicants

This job has closed.

Company

Cox Communications · 2 weeks ago

Workforce Analytics Analyst II

Atlanta, GA

Full-time

Remote

Entry, Mid Level

$58K/yr - $88K/yr

2+ years exp

Maximize your interview chances

Communication HardwareInternet

Comp. & Benefits

No H1B

Insider Connection @Cox Communications

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Create and maintain optimal shifts which effectively meet business need & employee need.

Establish process for offering new hire schedules while allowing existing employees to bid up.

Establish process for shift bids, which include optimal frequency and process by which bidding will be facilitated.

As part of bid process, allocate shifts by site based on hours of operation and time zone.

Maintain accurate employee records in eWFM and other databases by processing status changes in a timely manner.

Establish planning timelines in accordance with Forecasting team for scheduling deadlines.

Effectively support Operations in pre-planning all shrinkage.

Maintain a collision calendar of all scheduled / requested events.

Escalate any requests that exceed allowable shrinkage.

Establish PTO allowances for each LOB that align with allowable shrinkage guidelines and the staff's PTO accrual.

Audit PTO balances on a quarterly basis to ensure PTO taken and PTO allowances remaining are sufficient to exhaust PTO balances.

Identify and escalate any risk to KPI attainment.

Regularly track schedule efficiency results to help determine timing for full or partial shift bids.

Participate in the WFM weekly business review.

Proactively make recommendations on staffing to maximize KPI's.

Partner with Forecasting and Mission Control to ensure end-to-end planning and execution is aligned.

Research compliance and other related issues and questions for leadership and/or Human Resources.

Identify potential process improvements.

Back up Call Volume Analyst duties as needed.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce Management softwareData AnalysisForecastingMicrosoft Office SuiteEWFMMathematics aptitudeCollaborative skills

Required

BA/BS degree in a related discipline (i.e., Business, IT, etc.) with 2 years of experience required in related field; OR 6 years of equivalent experience in lieu of a degree.

2+ years successful experience researching and analyzing qualitative and quantitative data in a related field (Field Operations, Customer Care, Data Analysis, Collections, Finance, Business Operations, etc.).

2+ years of experience forecasting and scheduling with Workforce Management software.

2+ years successful experience using Microsoft Office Suite applications in a work setting with strong knowledge in Excel.

Proven aptitude for math and analytics.

Excellent soft skills such as: interpersonal, leadership, presentation, and collaborative to all for working effectively with teams throughout the organization.