Workforce Analytics Specialist II - Remote

Overview

The Workforce Analytics Specialist II at Cox Automotive is responsible for analyzing trends in operations, monitoring performance metrics, and supporting service level expectations through data-driven recommendations.

In Short

• Remote work-from-home position within the USA.
• Analyze call volumes, patterns, and staff productivity.
• Provide reports on key performance indicators (KPIs).
• Utilize Genesys reports for performance monitoring.
• Collaborate with operations leadership for decision-making.
• Conduct historical performance data analysis.
• Assist in scheduling requests and optimization.
• Communicate effectively with team members and stakeholders.
• Participate in a collaborative team environment.
• Clear a pre-employment drug test.

Requirements

• High school diploma/GED with 3 years of relevant experience.
• 1 year of experience in a contact center preferred.
• Experience with Genesys Cloud is a must.
• Strong data analysis and reporting skills.
• Effective communication and process management skills.
• Familiarity with Microsoft Office applications.
• Ability to work in a team environment.
• Preferred: 1+ years of workforce management experience.
• Preferred: Experience with Intradiem.

Benefits

• 16 hours of paid time off every month.
• 7 paid holidays throughout the year.
• Additional paid time off for various leaves.
• Health care insurance options.
• Retirement planning (401(k)).
• Flexible vacation/wellness days.
• Support for career aspirations and growth.
• Collaborative and innovative work environment.