Company

Cox Communications, Inc.

Business Operations

Workforce Analytics Analyst II

Individual ContributorCan work remotely anywhere in the specified country

Yes, 5% of the time

Day

Compensation

Compensation includes a base salary of $0.00 - $0.00. 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.

Workforce Analytics Analyst II

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• 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.

QUALIFICATIONS AND EXPERIENCE:

Minimum

• BA/BS degree in a related discipline (i.e., Business, IT, etc.) with 2 years of experience required in related field; OR 6 years of equivalent experience in lieu of a degree.
• 2+ years successful experience researching and analyzing qualitative and quantitative data in a related field (Field Operations, Customer Care, Data Analysis, Collections, Finance, Business Operations, etc.).
• 2+ years of experience forecasting and scheduling with Workforce Management software.
• 2+ years successful experience using Microsoft Office Suite applications in a work setting with strong knowledge in Excel.
• Proven aptitude for math and analytics.
• Excellent soft skills such as: interpersonal, leadership, presentation, and collaborative to all for working effectively with teams throughout the organization.

Preferred

• Master's degree in a related discipline plus up to 2 years experience in a related field.
• Experience working in communications industry with a focus on telecommunications, data, cable.
• Advance knowledge of eWFM forecast groups and settings.

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, parental leave, and COVID-19 vaccination leave.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.