Workforce Analytics Analyst

3 weeks ago


Wichita, United States Society of Workforce Planning Professionals LLC Full time

Workforce Analytics Analyst – Multiple Locations – Cox Communications Posted On: 01-04-2023 Position Title: Workforce Analytics Analyst Job Location: Atlanta, GA, Phoenix, AZ, Wichita, KS, Hampton Roads, VA, Baton Rouge, LA, Omaha, NE, Oklahoma City, OK, Las Vegas, NV Contact Information: Lara Boldin Lara.Boldin@cox.com Company Name: Cox Communications Role Summary 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 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 relationship management skills are required Preferred BS/BA degree in related discipline (Business, Finance or Mathematics) strongly desired Alvaria 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 Alvaria eWFM forecast groups and settings About Cox Communications Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That’s a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you’re interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today #J-18808-Ljbffr



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