Manager, Workforce Management

Baton Rouge, Louisiana
Jul 11, 2019
Account Management
Metro Area
Full Time

Role Summary

for providing call volume projections, average handle time, staffing
requirements, and manpower schedules utilizing electronic workforce management
software, real-time adherence software, and other applications. Responsible for
scheduling the number of customer care employees needed on each shift based on
call volume reporting and projections.



Primary Responsibilities and Essential Functions 

Provides forecasting,
scheduling, call control traffic analysis and/or real-time management services
to ensure adequate coverage for call volume for call center groups;

Promotes efficiency and
improves the customer care department's productivity by designing and
implementing IVR applications, managing the administration of the IVR system
and related hardware and technologies, supporting and enhancing existing
systems, analyzing, evaluating, and implementing new tools and technologies,
and recommending solutions;

Supervise the
development, implementation and efficiency of Call Center applications
including advanced call center routing, by integrating all related software

Proactively interfaces
with Directors, Managers, Team Managers, and Supervisors on all pertinent
business issues which could impact call volume or staffing;

Completes special
projects as assigned using technology and knowledge of customer care

Ensure that technical
programs are properly implemented, updated and monitored; recommend operational

Improves the overall
performance of the Customer Operations Department by supporting and enhancing
existing systems, analyzing needs, evaluating options, recommending solutions,
and maintaining and optimizing computer resources;

Communicate, document,
and inspire employees' performance by monitoring, analyzing statistical
reports, providing monthly performance profiles and rewarding performance;

Reviews agent
productivity metrics to identify anomalies and trends, and proactively
addresses relevant issues;

Instructs subordinates
on how to create effective work and training schedules by using customer care
specific software application for forecasting and trend analysis which projects
staffing requirements necessary to meet service level goals.

Qualifications: Minimum 


7 or more years of experience required in workforce management discipline (forecasting, scheduling or intraday management) 

 5 or more years of experience required if candidate possesses a related advanced degree 

Proven experience presenting & consulting with operational leadership required 

Proven aptitude for decision making required 

Proven aptitude for math and analytics required 

Strong Microsoft Office skills (Excel, Word, Power Point) required 

Strong relationship management skills are required 




BS/BA degree in related discipline strongly desired  

2 or more years of experience in a management role preferred  

Experience in telecommunications industry desired 

Call Center Operations experience preferred

Aspect eWFM experience preferred 

Avaya ACD & CMS Supervisor experience preferred








About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

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.

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