Workforce Analytics Analyst II: Client Services
Job Summary:
The WFM Forecasting and Scheduling Specialist will serve as a leader across multiple Workforce Management functional areas, including Forecasting, and Scheduling, as well as ad-hoc and post-performance analyses. Provide direction, guidance and tactical leadership for these areas within WFM.
Implement and maintain best practices and processes in forecasting and scheduling, in order to consistently achieve SLA, ABA, & Shrinkage goals at a weekly, daily and intraday level with the focus and priority on. Take the lead role in hands-on forecasting for all queues, as this will be primary focus for this role. Train, develop, and mentor WFM Analysts to manage staffing at an enterprise level across all sites, including internal Manheim owned, and external outsourced vendor sites, in order to maximize operating efficiencies in the most cost effective manner possible.
Assist in developing, fostering and executing a workforce management strategy that is driven by and complements organizational strategy.
Essential Job Functions:
- Accountable for achieving designated forecasting accuracy goals at a weekly, daily, and intraday level for all queues.
- Create processes and SOPs that will result in an accurate staffing plan for all queues.
- Develop, implement and oversee the execution of forecasting methodologies that will maximize forecast accuracy, and product more effective plans down to the intraday level.
- Responsible for building accurate intraday staffing requirements at a site, and tier level for each queue that will result in consistently achieving service performance goals in the most cost-effective and efficient manner possible.
- Produce ad-hoc and standard reports and WFM-specific analyses to support the launching of new brands, products, and services, with very minimal lead-time.
- Proactively produce post-performance analysis as needed.
- Forecast and evaluate the impacts of potential call drivers into Manheim Client Care such as marketing promotions, announcements, product changes, pricing changes, and IVR changes, in order to build and maintain accurate contact and AHT forecasts across all queues within Client Care as needed.
- Lead the WFM Scheduling and forecasting areas to align forecasts and plans with the Capacity Plan to maintain the necessary linkage to achieve successful and efficient execution of all plans at all levels.
- Partner & coordinate with Learning and Development and Operations to provide targets for off-phone activities at an intraday level, including coaching, meetings, training, etc.
- Foster and maintain a culture and work environment that makes the WFM group a highly desirable team for employees to work.
- Identify and implement opportunities to drive continuous improvements within the WFM group, and the WFM function.
- Create plans and execute against these plans to achieve service delivery levels that will maximize customer experience and minimize customer effort.
Specific Requirements, Skills & Education:
- High school diploma or GED and 3 years experience.
- Demonstrated success in executing against plans to consistently achieve and exceed designated service level and efficiency goals.
- Ability to efficiently complete tasks with operational excellence and attention to detail.
- In-depth understanding of call center metrics required.
- Must possess advanced analytical skills.
- Advanced Microsoft Excel experience required. Proficiency with PowerPoint, highly desired.
- Must possess excellent oral and written communication skills.
- Must have the ability to lead initiatives by coordinating resources and providing direction in order to drive improved business results.
- Experience with skills-based routing required.
- Strong meeting facilitation and presentation skills.
- Some minimal travel between may be required.
Drug Testing:
To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Compensation:
Hourly pay rate is in the range of $22.07 - $33.13/hour. The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. 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.
EOE, including disability/vets
