1+ months

Workforce Management Representative II

Cox Automotive
Atlanta, GA 30303
*Primary Location: *3003 Summit Blvd, Atlanta, GA, USA
*Division: *Cox Automotive
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202100937
The Workforce Client Service (WCS) Representative II is responsible for providing excellent services to our internal partners. The WCS Representative II is responsible for creating and publishing schedules to meet the service groups service level, intraday optimization activities and a backup for the Capacity Planning role. The WCS Representative II must exhibit full knowledge and usage of (Genesys Cloud) workforce management tools and processes to provide the most successful solutions for resource planning and scheduling. This position will also oversee and monitor the work in take process within the WFM team continually looking for efficiency improvements.


*Responsibilities:*




* Develops and delivers content creation for client deliverables and presentations, including but not limited to weekly tactical meetings, monthly executive reports, quarterly meeting presentations, predictive modeling analyses, etc.

* Provides WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Consumer Services and Client Operations Teams. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and "what-if" scheduling scenarios.

* Builds weekly, monthly and quarterly volume projections, staffing plans, or reduction plans by account and line of business and monitors forecasting accuracy.

* Manages the overall work in take process and capacity for the Client Operations team ensuring all requests are documented with delivery dates and needed information.

* Analyzes historical and actual call arrival pattern for all transaction types to drive effective and eficient resource strategy decisions and recommendations to business units.

* Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval.

* Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions.

* Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.

* Develops and updates as necessary process documentation on workforce management for auditing purposes.

* Responsible for creating, generating, and sending weekly views showing projected/FC SLA, recommended overtime.

* Develops constant communication with Clients, WFM team and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules.

* May perform other additional duties and responsibilities as assigned.

* Responsible for providing staffing recommendations and solutions to improve the overall quality, increase efficiency, and reduce overall operating costs within each individual business unit.

* Responsible for maintaining and monitoring the Customer Operations game plan to align with the annual strategic plan.

* Responsible for maintaining work schedules for certain departments within Customer Operations.

* Responsible for determining business staff requirements, developing and monitoring schedules, improving resources and scheduling staff based on the models and business needs.

* Responsible for analysis, creating and completing Client shift selections.

* Partners with product, marketing and leadership team to understand business roadmap and impacts to overall client experience across all channels.


Qualifications:

* Strong statistical forecasting techniques

* Demonstrated experience creating, developing presentations at an expert level.

* Demonstrated experience with working with confidential information.

* Proven organizational skills required.

* Demonstrated ability to handle multiple tasks simultaneously in a fast-paced, constantly changing, deadline-driven environment.

* Previous experience interacting with senior executives and external professionals at all levels.

* Proven ability to develop strong relationships with both internal and external constituents.

* Demonstrated experience creating and/or improving operations processes.

* Demonstrated previous attention to detail and accuracy in work.

* Excellent data analysis and problem-solving skills for center-wide support.

* Proficient with call center metrics and behaviors.

* Knowledgeable in statistics, Regression Analysis, and documentation.

* Bachelors Degree or equivalent work experience.

* 5 years experience performing WFM functions (forecasting, scheduling, real-time management) in a multi-site contact center environment (or comparable work-related experience).

* Strong experience with Workforce Management software and phone system (Genesys Cloud) that includes forecasting, scheduling, real-time adherence functionality strongly preferred.

* Intermediate skill in MS Excel and programming Excel for data collection. Well adept in building models with Excel to do "what if" analysis on impacts of potential changes in operational metrics.

* Expertise in MS Office Suite (EXCEL, POWERPOINT, ACCESS, WORD).

* Excellent communication skills, both written and verbal.

* Excellent knowledge in call cener operations.



*EDUCATION and/or EXPERIENCE*




* High School diploma/GED required.

* May require technical certification or an Associate Degree in related discipline.

* Generally, 3 years of experience in area of responsibiity.

* BS/BA degree in related discipline (Business, Finance o Mathematics) *strongly desired*.

* Minimum 5 years experience in Genesys Cloud and/or other similar WFM tools.

* Experience with creating, developing and completing shift bids.

* Strong relationship management skills are required.






#LI-030





Who We Are
*About Cox Automotive*
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals 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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Posted: 2021-03-19 Expires: 2021-06-06

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Workforce Management Representative II

Cox Automotive
Atlanta, GA 30303

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