At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Workforce Management Specialist is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan. This is performed real-time, as well as, analyzing and communicating historical trends. The Workforce Management Specialist must be aware of business goals, trends and past performance in order to determine when to engage backup plans to address anomalies. Deploying backup plans must be done at the appropriate time, not too early and not too late, in order to support both the agent and client experiences.

KEY RESPONSIBLITIES: 

Continuously monitors Genesys WFM, Salesforce queues and related call center tools for incoming channel volume (Inbound, Email and Chat), and agent real time adherence.

Identifies, investigates daily outside acceptable thresholds and communicates discrepancies to either the appropriate manager/supervisor or directly with the agent. 

Maintains and modifies agent schedules once released based on unplanned events or activities.

Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc.

Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system.

Maintains skill sets within Genesys to support core activities, and allow accurate and effective schedule production in line with forecasted demand per skill set.

Performs agent skill set administration to ensure appropriate staffing levels and workload balance.

Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.

Analyzes call volume patterns to manage work shifts, lunches and breaks. Maintain communication channels regarding events that impact call volumes.

Maintains daily event log(Playbook) of any systemic or operation issues impacting business performance.

Analyzes historical performance data to identify trends (agent behavior, call volume, activities, etc.) and provide insightful expertise to leadership and centralized Workforce Management team.

Participates in daily RTA huddles with SGS WFM and COE WFM team to strategize on queue management and scheduling impacts. 

Assists with WFM scheduling requests. 

Compensation:

Hourly pay rate is $17.85 – 25.01/hour. The hourly rate may vary outside of the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience.

Position is eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Qualifications:

Minimum Qualifications:

High School Diploma/GED required

May require Technical Certification or an Associate Degree in related discipline

3 years of experience in related field 

Preferred Qualifications:

Preferably at least two (2) years of experience in a workforce management contact center role or the equivalent with at least 1 year of contact center experience

Solid knowledge and use of Microsoft Office including Excel, PowerPoint & Word documents 

Excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail 

Proven ability to establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments 

Ability to learn basic workforce management principles 

Ability to learn call routing and skill-based routing 

Ability to learn Call Center metrics, agent behaviors and other factors that affect queue and adherence reporting 

Strong organizational and time management skills 

Must be results driven and ability to multitask

Who We Are

About Cox Automotive

There’s 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. We’ve 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.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s 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.  Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.  

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.