19 days old

Workforce Management Specialist II

Cox Automotive
Oakbrook Terrace, IL 60181
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*Primary Location: *1901 S Meyers Rd, Oakbrook Terrace, IL, USA
*Division: *Cox Automotive
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202102280
The *Workforce Management Specialist II* is responsible for analyzing and reporting on call productivity data and to use this data for the purposes of forecasting contact center volume to determine staffing needs, as well as report on employee productivity at the individual, departmental, and operational level for IMS. The Workforce Management Specialist II uses these analytics to create and manage workforce planning aids in identifying goals and core business functions, to optimize the efficiency and effectiveness of the different departments within operations.




* Identify key operational improvements to the tools and systems e.g. Pure Cloud, Salesforce, used by the Operations Team to help deliver efficient, exceptional experiences.

* Create, launch, and maintain workforce management policies for the customer facing operation teams. Utilizing technology to streamline efficiencies.

* As a customer experience advocate, responsibility will include helping to design, model, develop and champion customer enhancements across the business.

* Plan and oversee the production of workforce management (WFM) staff to meet contact center staffing requirements

* Proactively forecasts future FTE needs based on business trends and projected needs

* Analyze data, formulates conclusions, and recommends appropriate action(s) to meet/exceed performance standards and expectations

* Interpret data and recommends adjustments to skills, profiles, and staff distribution; call routing; overtime availability; and/or non-demand work activities as it relates to capacity and forecast

* Consult and communicates with contact center leadership on projects, system changes, system outages, changing business needs, and strategic objectives. Also work with leadership to forecast call volume, scheduling, and statistical reports to improve efficiency

* Meet anticipated service levels by determining methods or improvements for managing call volume

* Maintain high degree of knowledge of contact center technology and workforce management practices

* Performs other related duties as assigned


Qualifications:

* High School Diploma/GED required

* 3 years of experience with client service, operational contact center experience or industry knowledge

* Strong technical skills - Microsoft Office, Salesforce.com, DOMO, Power BI, PureCloud, SQL, or comparable programming language

* Strong verbal & written communication skills

* Experienced in managing large multi-site /multi-skilled contact centers with reports, metrics, policies, and procedures

* Setting and reviewing Quality performance standards

* Strong working knowledge of contact center reports, metrics, policies, and procedures.

* The ability to forecast and schedule customer service representatives based on call volumes utilizing a Workforce Management System.

* Working knowledge of statistical methods, mathematical techniques, and related analytical tools including forecasting and projections

* Ability to analyze data and determine needed process changes, to gather, compile and report on data information

* Ability to work independently and in a collaborative environment



*Preferred Qualifications:*




* Bachelors degree in related field or equivalent knowledge and experience required.

* Contact center operations experience (telecom, workforce management, forecasting, call monitoring, etc.)



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.
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](http://jobs.coxenterprises.com/life-at-cox/benefits/).
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.
Posted: 2021-05-31 Expires: 2021-07-19
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Workforce Management Specialist II

Cox Automotive
Oakbrook Terrace, IL 60181

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