Lead workforce management operations and analytics for multi-brand contact center portfolio. Manage WFM and real-time teams, forecasting, capacity planning, scheduling, intraday operations, and WFM technology optimization (Genesys, Intradiem). Drive process standardization, continuous improvement, reporting, and stakeholder partnerships to meet service levels and business objectives.
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.
What You'll Do
Who You Are
Minimum
Preferred
USD 92,300.00 - 153,900.00 per year
Compensation:
Compensation includes a base salary in the range of $92,300.00 - $153,900.00. 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.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 08/03/2026
EOE, including disability/vets
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.
What You'll Do
- 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 and Development of Full-time Workforce Management Employees.
- Optimizes Schedule adherence and provides actionable insights to stakeholders for improvement.
- Achieves and Optimizes Service level attainment.
- Manages Workforce Management (WFM) staff and ensures effective performance of: Forecasting, Scheduling, Real-Time Operations, Capacity planning, Analytics, Queue and volume monitoring, Off-line activity approval.
- Analyzes diverse metrics to conduct forecasting, create staffing schedules and monitor real-time for schedule adherence
- Expert in Genesys Administrations and configuration
- Strong Project Management skills and ability to enforce continuous improvement best practices in workforce management.
- Identify areas of opportunity and implement innovative process improvements.
- Strong verbal and written communication skills.
Who You Are
Minimum
- Bachelor's degree in a related discipline and 6 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years experience; a Ph.D. and 1 year experience in a related field; or 10 years experience in a related field
- 1+ year of experience managing direct reports
- Must possess effective communication and process management skills.
- Demonstrated ability to lead a collaborative team environment.
- Expertise in Workforce Management software such as Genesys Cloud
- Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
- Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.
Preferred
- Ability to identify problems, troubleshoot, and initiate corrective actions and preventative actions.
- Capacity to design advanced analytics, successfully identifying patterns and devising solutions to address trends actively.
- Follow up skills.
- Ability to manage and respond to multiple open issues.
- Identify, initiate, and implement process improvement projects.
- Ability to perform Root Cause Analysis on performance issues and provide actionable insights
- Genesys Certification
- Experience with Continuous Improvement and Lean methodologies.
- Contact Center WFM Reporting and Analytics experience
- Experience leading the implementation and deployment of workforce management platforms in a contact center environment
- Experience supporting workforce management functions across a multi-contact center environment
USD 92,300.00 - 153,900.00 per year
Compensation:
Compensation includes a base salary in the range of $92,300.00 - $153,900.00. 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.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 08/03/2026
EOE, including disability/vets
Similar Jobs at Cox Enterprises
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Senior sales leader responsible for enterprise EV battery revenue ($60M+), strategy, team building, and execution across direct and indirect channels. Develops go-to-market plans, manages forecasting, metrics, budgets, and cross-functional partnerships (Product, Engineering, Operations). Coaches and grows high-performing remote sales teams, drives customer-centric consultative selling, and travels up to 50% to engage OEM and dealer clients.
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Lead enterprise EV battery sales to meet $60M+ annual targets by setting go-to-market strategy, building and coaching high-performing sales teams, partnering across Product/Engineering/Operations, managing forecasts, metrics, budgets, and customer engagements, and driving adoption of consultative Challenger selling for complex technical deals.
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Lead enterprise EV battery sales to achieve $60M+ annual revenue, build and coach high-performing teams, define go-to-market and pricing strategy, partner cross-functionally, manage forecasting, metrics, and budgets, and drive customer-centric, consultative sales and retention across direct and indirect channels.
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
