{"schemaVersion":"jobsearcher.job.v1","id":"73fb00ab93e8652bec3d581d","url":"https://jobsearcher.com/jobs/73fb00ab93e8652bec3d581d","canonicalUrl":"https://jobsearcher.com/jobs/73fb00ab93e8652bec3d581d","title":"Manager, Workforce Analytics","description":"Manager, Workforce Analytics\nis responsible for leading workforce management operations, strategy, analytics, and optimization across a complex, multi-brand enterprise portfolio within Cox Automotive. This role provides day-to-day leadership to Workforce Management (WFM) professionals and Real-Time Analysts (RTAs), supporting a diverse portfolio of contact center operations across Cox Automotive while driving WFM maturity, process standardization, accountability, and workforce technology optimization.\n\nPartnering closely with Operations, Finance, Client Operations Leadership, CAI stakeholders, Product, and third-party partners, the manager oversees forecasting, capacity planning, service level attainment, WFM analytics, schedule adherence, resource allocation, and intraday performance to ensure goals are achieved. The role also provides leadership and oversight for WFM readiness related to new initiatives, products, channels and pilots, ensuring appropriate staffing strategies, operational support models, success metrics, and performance monitoring are established through pilot and general availability (GA) release.\n\nAdditionally, the manager is responsible for enabling WFM continuous improvement, innovation, process standardization, and best practice adoption across brands. This role leads the optimization of workforce technologies, automation, and reporting capabilities, including platforms such as Genesys and intradiem, to improve consistency, scalability, operational efficiency, and business outcomes. The candidate stays current on industry trends, emerging technologies, and workforce management best practices, leveraging those insights to recommend and implement innovative solutions that support strategic initiatives and operational excellence.\n\nThe ideal candidate combines deep workforce management expertise, strong analytical and leadership capabilities, and a data-driven approach to decision making. They are an effective people leader with a demonstrated ability to hire, develop, coach, and hold team members accountable while fostering a culture of engagement, innovation, continuous improvement and operational excellence. The successful candidate builds trust and influences stakeholders across the organization, champions the adoption of strategic initiatives and emerging technologies, and leverages industry best practices to drive operational efficiencies, enhance customer and employee experiences, and support strategic and financial objectives.\n\nWhat You'll Do\n\nLeads Workforce Management Operations team in the achievement of strategic and operational objectives across a complex, multi-brand enterprise portfolio.\n\nProvides day-to-day guidance, coaching, development, and accountabilities to support the WFM staff and allied internal and external stakeholders.\n\nEnable WFM maturity, process standardization, accountability, and workforce technology optimization across supported organizations.\n\nPartner with Operations, Finance, Leadership, Product, CAI stakeholders, and 3rd party partners to support business objectives and operational performance.\n\nOversees the workforce tools utilized to optimize workforce planning, scheduling, real-time management, and performance reporting across multi-channel operations including voice, email, text messaging and chat support.\n\nMonitor, Track and Analyze call center, help desk, service center, back-office volumes to optimize workforce capabilities across channels and teams while identifying and driving actionable insights.\n\nHiring, Coaching and Development of Full-time Workforce Management Employees.\n\nOptimizes Schedule adherence and provides actionable insights to stakeholders for improvement.\n\nAchieves and Optimizes Service level attainment.\n\nManages Workforce Management (WFM) staff and ensures effective performance of: Forecasting, Scheduling, Real-Time Operations, Capacity planning, Analytics, Queue and volume monitoring, Off-line activity approval.\n\nAnalyzes diverse metrics to conduct forecasting, create staffing schedules and monitor real-time for schedule adherence\n\nExpert in Genesys Administrations and configuration\n\nStrong Project Management skills and ability to enforce continuous improvement best practices in workforce management.\n\nIdentify areas of opportunity and implement innovative process improvements.\n\nStrong verbal and written communication skills.\n\nWho You Are\nMinimum\n\nBachelor's degree in a related discipline and 6 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years experience; a Ph.D. and 1 year experience in a related field; or 10 years experience in a related field\n\n1+ year of experience managing direct reports\n\nMust possess effective communication and process management skills.\n\nDemonstrated ability to lead a collaborative team environment.\n\nExpertise in Workforce Management software such as Genesys Cloud\n\nKnowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.\n\nStrong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.\n\nPreferred\n\nAbility to identify problems, troubleshoot, and initiate corrective actions and preventative actions.\n\nCapacity to design advanced analytics, successfully identifying patterns and devising solutions to address trends actively.\n\nFollow up skills.\n\nAbility to manage and respond to multiple open issues.\n\nIdentify, initiate, and implement process improvement projects.\n\nAbility to perform Root Cause Analysis on performance issues and provide actionable insights\n\nGenesys Certification\n\nExperience with Continuous Improvement and Lean methodologies.\n\nContact Center WFM Reporting and Analytics experience\n\nExperience leading the implementation and deployment of workforce management platforms in a contact center environment\n\nExperience supporting workforce management functions across a multi-contact center environment\n\nUSD 92,300.00 - 153,900.00 per year\n\nCompensation\nCompensation includes a base salary in the range of $92,300.00 - $153,900.00. 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.\n\nBenefits\nThe 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, timeoff to vote, jury duty leave, volunteer time off, military leave, and parental leave.\n\nApplicants must currently be authorized to work in the United States for any employer without current or future sponsorship.\n\nApplication Deadline: 08/03/2026\n\nEOE, including disability/vets\n\n#J-18808-Ljbffr","company":"Cox","rawCompany":"cox","city":"Atlanta","state":"GA","isRemote":false,"isActive":false,"createdAt":"2026-08-05T03:19:45.456Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-3121.00","title":"Human Resources Managers","slug":"human-resources-managers"},{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"}],"industries":[{"code":"541612","title":"Human Resources Consulting Services","slug":"human-resources-consulting-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Workforce Analytics","description":"Manager, Workforce Analytics\nis responsible for leading workforce management operations, strategy, analytics, and optimization across a complex, multi-brand enterprise portfolio within Cox Automotive. This role provides day-to-day leadership to Workforce Management (WFM) professionals and Real-Time Analysts (RTAs), supporting a diverse portfolio of contact center operations across Cox Automotive while driving WFM maturity, process standardization, accountability, and workforce technology optimization.\n\nPartnering closely with Operations, Finance, Client Operations Leadership, CAI stakeholders, Product, and third-party partners, the manager oversees forecasting, capacity planning, service level attainment, WFM analytics, schedule adherence, resource allocation, and intraday performance to ensure goals are achieved. The role also provides leadership and oversight for WFM readiness related to new initiatives, products, channels and pilots, ensuring appropriate staffing strategies, operational support models, success metrics, and performance monitoring are established through pilot and general availability (GA) release.\n\nAdditionally, the manager is responsible for enabling WFM continuous improvement, innovation, process standardization, and best practice adoption across brands. This role leads the optimization of workforce technologies, automation, and reporting capabilities, including platforms such as Genesys and intradiem, to improve consistency, scalability, operational efficiency, and business outcomes. The candidate stays current on industry trends, emerging technologies, and workforce management best practices, leveraging those insights to recommend and implement innovative solutions that support strategic initiatives and operational excellence.\n\nThe ideal candidate combines deep workforce management expertise, strong analytical and leadership capabilities, and a data-driven approach to decision making. They are an effective people leader with a demonstrated ability to hire, develop, coach, and hold team members accountable while fostering a culture of engagement, innovation, continuous improvement and operational excellence. The successful candidate builds trust and influences stakeholders across the organization, champions the adoption of strategic initiatives and emerging technologies, and leverages industry best practices to drive operational efficiencies, enhance customer and employee experiences, and support strategic and financial objectives.\n\nWhat You'll Do\n\nLeads Workforce Management Operations team in the achievement of strategic and operational objectives across a complex, multi-brand enterprise portfolio.\n\nProvides day-to-day guidance, coaching, development, and accountabilities to support the WFM staff and allied internal and external stakeholders.\n\nEnable WFM maturity, process standardization, accountability, and workforce technology optimization across supported organizations.\n\nPartner with Operations, Finance, Leadership, Product, CAI stakeholders, and 3rd party partners to support business objectives and operational performance.\n\nOversees the workforce tools utilized to optimize workforce planning, scheduling, real-time management, and performance reporting across multi-channel operations including voice, email, text messaging and chat support.\n\nMonitor, Track and Analyze call center, help desk, service center, back-office volumes to optimize workforce capabilities across channels and teams while identifying and driving actionable insights.\n\nHiring, Coaching and Development of Full-time Workforce Management Employees.\n\nOptimizes Schedule adherence and provides actionable insights to stakeholders for improvement.\n\nAchieves and Optimizes Service level attainment.\n\nManages Workforce Management (WFM) staff and ensures effective performance of: Forecasting, Scheduling, Real-Time Operations, Capacity planning, Analytics, Queue and volume monitoring, Off-line activity approval.\n\nAnalyzes diverse metrics to conduct forecasting, create staffing schedules and monitor real-time for schedule adherence\n\nExpert in Genesys Administrations and configuration\n\nStrong Project Management skills and ability to enforce continuous improvement best practices in workforce management.\n\nIdentify areas of opportunity and implement innovative process improvements.\n\nStrong verbal and written communication skills.\n\nWho You Are\nMinimum\n\nBachelor's degree in a related discipline and 6 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years experience; a Ph.D. and 1 year experience in a related field; or 10 years experience in a related field\n\n1+ year of experience managing direct reports\n\nMust possess effective communication and process management skills.\n\nDemonstrated ability to lead a collaborative team environment.\n\nExpertise in Workforce Management software such as Genesys Cloud\n\nKnowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.\n\nStrong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.\n\nPreferred\n\nAbility to identify problems, troubleshoot, and initiate corrective actions and preventative actions.\n\nCapacity to design advanced analytics, successfully identifying patterns and devising solutions to address trends actively.\n\nFollow up skills.\n\nAbility to manage and respond to multiple open issues.\n\nIdentify, initiate, and implement process improvement projects.\n\nAbility to perform Root Cause Analysis on performance issues and provide actionable insights\n\nGenesys Certification\n\nExperience with Continuous Improvement and Lean methodologies.\n\nContact Center WFM Reporting and Analytics experience\n\nExperience leading the implementation and deployment of workforce management platforms in a contact center environment\n\nExperience supporting workforce management functions across a multi-contact center environment\n\nUSD 92,300.00 - 153,900.00 per year\n\nCompensation\nCompensation includes a base salary in the range of $92,300.00 - $153,900.00. 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.\n\nBenefits\nThe 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, timeoff to vote, jury duty leave, volunteer time off, military leave, and parental leave.\n\nApplicants must currently be authorized to work in the United States for any employer without current or future sponsorship.\n\nApplication Deadline: 08/03/2026\n\nEOE, including disability/vets\n\n#J-18808-Ljbffr","datePosted":"2026-08-05T03:19:45.456Z","dateModified":"2026-08-05T03:19:45.456Z","hiringOrganization":{"@type":"Organization","name":"Cox","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Atlanta","addressRegion":"GA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"73fb00ab93e8652bec3d581d"},"url":"https://jobsearcher.com/jobs/73fb00ab93e8652bec3d581d"}}