New

Workforce Analytics Analyst II

Cox Communications
$59,600.00 - $89,400.00 / yr
parental leave, paid time off, paid holidays, 401(k)
United States, Rhode Island, East Greenwich
May 10, 2025
The Workforce Analytics Analyst II supports 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. Workforce Analytics 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 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 and 2 years' experience in a related field (Business, IT, etc.). The right candidate could also have a different combination, such as a master's degree and up to 2 years' experience; or 6 years' experience in a related field 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. USD 59,600.00 - 89,400.00 per year Compensation: Compensation includes a base salary of $59,600.00 - $89,400.00. 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.