Company

Cox Communications, Inc.

Job Family Group

Business Operations

Job Profile

Workforce Analytics Analyst I

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $49,200.00 - $73,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Workforce Analytics Analyst support Customer Care, Sales, Retention or Collections. As an analyst, individuals will be part of a team responsible for all scheduling activities for internal resources.  Key activities include the creation of optimal schedules, assignment of schedules by sites, conducting shift bids and maintaining a collision calendar of all off-phone requests.  Scheduling analysts are accountable for optimizing staffing against required staffing, to ensure key performance indicators are consistently met.

What You’ll Do

Create and maintain optimal shifts which effectively meet business need & employee needEstablish process for offering new hire schedules while allowing existing employees to bid upEstablish process for shift bids, which include optimal frequency and process by which bidding will be facilitatedAs part of bid process, allocate shifts by site based on hours of operation and time zoneMaintain accurate employee records in eWFM and other databases by processing status changes in a timely mannerEstablish planning timelines in accordance with Forecasting team for scheduling deadlinesEffectively support Operations in pre-planning all shrinkageMaintain a collision calendar of all scheduled / requested eventsEscalate any requests that exceed allowable shrinkageEstablish PTO allowances for each LOB that align with allowable shrinkage guidelines and the staff’s PTO accrualAudit PTO balances on a quarterly basis to ensure PTO taken and PTO allowances remaining are sufficient to exhaust PTO balancesIdentify and escalate any risk to KPI attainmentRegularly track schedule efficiency results to help determine timing for full or partial shift bidsParticipate in the WFM weekly business reviewProactively make recommendations on staffing to maximize KPI’sPartner with Forecasting and Mission Control to ensure end-to-end planning and execution is alignedResearch compliance and other related issues and questions for leadership and/or Human ResourcesIdentify potential process improvementsBack up Call Volume Analyst duties as needed

What’s In It For You 

At Cox, we reward your hard work with meaningful benefits. 

First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! 

We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day.  We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. 

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more. 

Who You Are 

Minimum

Bachelor’s degree in a related discipline. The right candidate could also have a different combination, such as 4 years’ experience in a related fieldOne or more years of experience forecasting and scheduling with Workforce Management softwareProven aptitude for math and analytics requiredStrong Microsoft Office skills (Excel, Word, Power Point) requiredStrong relationship management skills are required

Preferred 

Aspect eWFM experience preferredExperience in telecommunications industry desired.Basic knowledge of overall eWFM functionality and eSP

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. 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 individual’s 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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.