Manager, Workforce Analytics
New
C
Cox AutomotiveAutomotive
United StatesFull-TimeManager
Salary$92,300.00 - $153,900.00
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Job Details
- Experience
- 6 years experience in a related field (or 4 years with Master's, 1 year with Ph.D., or 10 years experience)
- Required Skills
- Project ManagementData AnalysisMS OfficeProcess improvement
Requirements
- Bachelor’s degree in a related discipline and 6 years of related experience (or Master's/4 years, Ph.D./1 year, or 10 years of experience).
- 1+ year of experience managing direct reports.
- Expertise in Workforce Management software, specifically Genesys Cloud.
- Proficiency in business support applications including MS Office (Word, PowerPoint, Excel).
- Demonstrated ability to lead a collaborative team environment.
- Strong verbal and written communication skills.
- Strong project management skills and ability to enforce continuous improvement best practices.
- Ability to perform Root Cause Analysis on performance issues.
- Experience leading the implementation and deployment of workforce management platforms.
- Ability to design advanced analytics and identify patterns.
Responsibilities
- Lead Workforce Management Operations team in the achievement of strategic and operational objectives.
- Provide day-to-day guidance, coaching, development, and accountabilities to support WFM staff.
- Enable WFM maturity, process standardization, accountability, and workforce technology optimization.
- Partner with Operations, Finance, and other stakeholders to support business objectives.
- Oversee workforce tools utilized to optimize planning, scheduling, real-time management, and reporting.
- Monitor, track, and analyze call center, help desk, and back-office volumes to optimize workforce capabilities.
- Optimize schedule adherence and service level attainment.
- Analyze diverse metrics for forecasting, staffing, and schedule monitoring.
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