Workforce Management Analyst II
- Full Time
Reporting to the Sr. Manager Enterprise Mission Control, the
Workforce Analyst will lead and have daily interaction with colleagues and
various operational staff. The Workforce Analyst will ensure the on-going
operation of the department is both effective and efficient while providing
guidance to staff on key service level tactics. Although the level of focus is
primarily on tactical management, the area's activities will require a
considerable degree of operational and strategic co-ordination with multiple
internal partners (WFM, Telecom, IT, etc.).
This role will assume daily responsibility for service
levels and key performance targets within the enterprise. They will analyze and
report on the various drivers affecting Contact Centre performance based on key
business indicators/metrics. They will be required to make recommendations and
take action to ensure operational targets are met and costs are
Daily management of service levels
to attain highest level of customer satisfaction and achieve operating targets
for both productivity and cost.
principles, maximizing both customer and employee satisfaction levels.
approaches associated with meeting established call center metrics.
coordination of the centralized support effort of service level management
across the enterprise.
maintained to meet organizational goals and budgets as well as delivering
to partner satisfaction levels via proactive coordination between affected
in a timely manner of relevant policies and processes.
Department Scope & Impact - Experienced professional contributor on a project or
specialty work team; Work is of limited scope, typically on smaller, less
complex projects/ assignments or providing support for larger projects/ assignments
that have department and area impact; Performs advanced tasks and functions for
professional field of work; Works in compliance with established procedures
and/or protocols. Identifies and resolves readily identifiable, clearly-defined
problems; Demonstrates skill in data analysis techniques by resolving
missing/incomplete information, inconsistencies/anomalies in routine
Problem Complexity - Performs advanced tasks and functions for professional
field of work; Works in compliance with established procedures and/or
protocols. Identifies and resolves readily identifiable, clearly-defined
problems; Demonstrates skill in data analysis techniques by resolving missing/incomplete
information, inconsistencies/anomalies in routine research/data
Autonomy - Nature of work requires general supervision; exercises
judgment; may be paired with a mentor; Work typically involves regular process
checks or review of output by a coworker and/or supervisor Knowledge - grasp of
professional principles and skills. Knows and effectively uses fundamental
concepts, practices, and procedures of particular area of specialization
Influence/People Leadership - May provide general guidance/direction to or train junior
level support personnel.
· 5 or more years of experience working in a real-time call center operations support function
· Proven aptitude for math and analytics required
· Strong Microsoft Office skills (Excel, Word, Power Point) required
· BS/BA degree in related discipline (Business, Finance, Mathematics) strongly desired
· Experience in telecommunications industry desired.
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.
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