Manager, Workforce Analytics

Company Cox Automotive - USA Job Family Group Business Operations Job Profile Manager, Workforce Analytics Management Level Manager - People Leader Flexible Work Option Can work remotely anywhere in the specified country Travel % Yes, 5% of the time Work Shift Day

Compensation includes a base salary in the range of $92,300.00 - $. 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.

The Manager, Workforce Analytics is 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.

Partnering 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.

Additionally, 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.

The 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.

• Leads Workforce Management Operations team in the achievement of strategic and operational objectives across a complex, multi-brand enterprise portfolio.
• Provides day-to-day guidance, coaching, development, and accountabilities to support the WFM staff and allied internal and external stakeholders.
• Enable WFM maturity, process standardization, accountability, and workforce technology optimization across supported organizations.
• Partner with Operations, Finance, Leadership, Product, CAI stakeholders, and 3rd party partners to support business objectives and operational performance.
• Oversees 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.
• Monitor, 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.
• Hiring, Coaching…