New

Workforce Analytics Analyst I

Cox Communications
$49,200.00 - $73,800.00 / yr
parental leave, paid time off, paid holidays, sick time, 401(k)

Feb 12, 2025
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 need Establish process for offering new hire schedules while allowing existing employees to bid up Establish process for shift bids, which include optimal frequency and process by which bidding will be facilitated As part of bid process, allocate shifts by site based on hours of operation and time zone Maintain accurate employee records in eWFM and other databases by processing status changes in a timely manner Establish planning timelines in accordance with Forecasting team for scheduling deadlines Effectively support Operations in pre-planning all shrinkage Maintain a collision calendar of all scheduled / requested events Escalate any requests that exceed allowable shrinkage Establish PTO allowances for each LOB that align with allowable shrinkage guidelines and the staff's PTO accrual Audit PTO balances on a quarterly basis to ensure PTO taken and PTO allowances remaining are sufficient to exhaust PTO balances Identify and escalate any risk to KPI attainment Regularly track schedule efficiency results to help determine timing for full or partial shift bids Participate in the WFM weekly business review Proactively make recommendations on staffing to maximize KPI's Partner with Forecasting and Mission Control to ensure end-to-end planning and execution is aligned Research compliance and other related issues and questions for leadership and/or Human Resources Identify potential process improvements Back 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 field One or more years of experience forecasting and scheduling with Workforce Management software Proven aptitude for math and analytics required Strong Microsoft Office skills (Excel, Word, Power Point) required Strong relationship management skills are required Preferred Aspect eWFM experience preferred Experience in telecommunications industry desired. Basic knowledge of overall eWFM functionality and eSP USD 49,200.00 - 73,800.00 per year 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. 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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. 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! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! 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. 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.