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Workforce Management Forecasting Analyst

Cox Automotive

This is a Contract position in Lexington, KY posted January 4, 2022.

Primary Location: 6205 Peachtree Dunwoody Rd, Burlington, VT, US Division: Cox Automotive Job Level: Manager/Senior Manager Travel: No Schedule: Full-time Shift: Day Job Requisition Number: 218454_32407450 VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).

This position is remote/work from home.

You need to reside in the Central, Eastern or Pacific Time Zones.

The Workforce Management Forecasting Analyst is primarily responsible for forecasting workloads for multiple channels, sites and lines of business, forecasting resources required to process workloads and meet Contact Center service goals, and developing and maintaining reporting and analysis as required to manage these processes.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management.

This position will partner with people and teams across Operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational and financial optimization related to forecasting, production workforce scheduling, and workflow.

Develop, manage and forecast and special project volume and resource capacity requirements based on business work volume trends, customer demand changes, sales product market changes, and resource utilization Provide capacity and process impact analysis to CAI leadership and BPO business partners (IT/Product/Sales Strategy) on short
– or long-term initiatives affecting CAI departments Work directly with the Workforce operations team to build staffing strategies that consider all possible variables that may affect staffing and call volume projections.

Utilize data analysis and root cause process assessments to identify waste, inefficiencies and areas of improvement Monitor and analyze call patterns, intra
– and inter-day activity and adjust as needed in real time to ensure optimal productivity and efficiency Create scheduling environments that ensure achievement of service level attainment, schedule adherence and other financially impacting goals Ability to adapt and excel as a team player in a fast-paced and change-oriented environment Supports local WFM resources in their monitoring of agent adherence to schedules, breaks and exceptions, providing reports and making recommendations to Operations Center Management personnel.

Prepare and disseminate timely and accurate reports to operations management Report deficiencies to operations team in real-time and partake in projects impacting work cycles Conduct regular audits of the Call Management and Workforce Management Systems Forecast the hourly/daily/weekly/monthly call volume to meet established Contact Center goals (e.g.

service level, average speed of answer, average handle time) Manage staffing within cost/call budget guidelines Facilitate project management activities, may lead or participate in project teams for workforce planning or enterprise-wide initiatives.

Proactively create and interpret reports for management, identifying inefficiencies and outlining opportunities for improvement.

Analyze and make recommendations for appropriate course of action based on findings and business justification.

Monitors multi-channel, multi-site, operations to ensure optimal staffing levels Completes root-cause analysis to determine and quantify reasons for forecast variance Review forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.

Confidential Information: Position requires exposure to company product information, systems and procedures.

This position requires the highest level of confidentiality to be maintained always.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job.

They are not exhaustive lists of all the duties, responsibilities, knowledge, skills, and abilities associated with this job.

The company reserves the right to alter or modify this job description, with or without notice.

Qualifications: Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S.

based job.

(Reasonable accommodations for medical and religious objections will be considered.) Bachelors Degree in mathematical or statistical course work and 5 years of experience in a Workforce Management position or an equivalent combination of education and work-related experience 2 years of contact center scheduling/forecasting experience, with experience and understanding of; developing and maintaining work volume forecasts, call center dynamics and performance measurements Preferred Qualifications Capacity Planning experience Familiarity with workforce management tools and concepts including forecasting, and scheduling methodologies Spreadsheets with intermediate formula application and database software (e.g.

Excel and Access) experience Prior experience with Genesys Cloud, Avaya, Cisco, Interactive Intelligence or other ACD phone system required Experience with WFM software (Genesys Cloud, Verint/Blue Pumpkin, Aspect, Interactive Intelligence IEX, eWFM, etc.) Excellent professional, technical writing and presentation skills to both technical and executive audiences with ability to apply real-time Excellent analytical, communication and organizational skills Experience working with outsource providers (OSP) or business process outsourcing (BPO) Ability to work under pressure, meet deadlines and be accountable for performance Ability to work in an environment with minimal direct supervision, where a high degree of creativity and latitude is expected Remote-Central Remote-NE Remote-SE Who We Are About Cox Automotive Theres nothing ordinary about Cox Automotive.

We are people of every background driven by our passion for mobility, innovation, client success and community outreach.

We make buying, selling and owning (or simply using) cars easier for everyone.

Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward.

Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like, Manheim and vAuto.

About Cox We are the Cox family of businesses.

Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.

Our primary divisions
– Cox Communications and Cox Automotive
– are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.

Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.

Were looking for the talent today who will be our leaders tomorrow.

Sound intriguing?

Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at

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 individuals 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.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services.

Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.

Cox is not responsible for any fees or charges associated with unsolicited resumes.