Manager, Workforce Analytics

About the role

The Manager, Workforce Analytics leads 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 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 enables WFM continuous improvement, innovation, process standardization, and best practice adoption across brands, while leading the optimization of workforce technologies, automation, and reporting capabilities, including platforms such as Genesys and Intraday, to improve consistency, scalability, operational efficiency, and business outcomes.

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 accountability to support the WFM staff and allied internal and external stakeholders.
• Enables WFM maturity, process standardization, accountability, and workforce technology optimization across supported organizations.
• Partners with Operations, Finance, Leadership, Product, CAI stakeholders, and third-party partners to support business objectives and operational performance.
• Oversees workforce tools to optimize workforce planning, scheduling, real-time management, and performance reporting across multi-channel operations including voice, email, text messaging, and chat support.
• Monitors, tracks, and analyzes call center, help desk, service center, and back-office volumes to optimize workforce capabilities across channels and teams while identifying and driving actionable insights.
• Hires, coaches, and develops 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, and offline activity approval.
• Analyzes diverse metrics to conduct forecasting, create staffing schedules, and monitor real-time schedule adherence.
• Demonstrates expertise in Genesys administration and configuration.
• Applies strong project management skills and enforces continuous improvement best practices in workforce management.
• Identifies areas of opportunity and implements innovative process improvements.
• Exhibits strong verbal and written communication skills.

Requirements

• Minimum Bachelor's degree in a related discipline and 6 years of experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years of experience; a Ph.D. and 1 year of experience; or 10 years of experience in a related field.
• 1+ year of experience managing direct reports.
• 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 MS Office (Word, PowerPoint, and Excel).
• Strong interpersonal, presentation, and collaborative skills to work effectively with teams throughout the organization.

Preferred Qualifications

• Ability to identify problems, troubleshoot, and initiate corrective and preventative actions.
• Capacity to design advanced analytics, successfully identifying patterns and devising solutions to address trends.
• Strong follow-up skills.
• Ability to manage and respond to multiple open issues.
• Experience identifying, initiating, and implementing 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.

Pay

Compensation includes a base salary in the range of $92,300.00 - $153,900.00 per year. The base salary may vary within the anticipated range based on factors such as location and the selected candidate's knowledge, skills, and abilities. The position may also be eligible for additional compensation through an incentive program.

Benefits

• Flexible vacation policy allowing employees to take as much paid time off as consistent with their duties and company needs.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness time annually for personal or family wellness.
• Additional paid time off for bereavement, voting, jury duty, volunteer activities, military leave, and parental leave.