New

Manager Workforce Management

Cox
$90,100.00 - $150,100.00 / yr
parental leave, paid time off, paid holidays, 401(k)

Jul 24, 2025
Manager Workforce Management The Manager Workforce Management is responsible for overseeing the 3rd party vendor relationship. Must have specialized expertise and experience with capacity planning, forecasting, scheduling and intra-day management. Develop and implement the process to capitalize on synergies and drive efficiencies in support. The Manager, Workforce Management will work collaboratively with internal CAI business units and 3rd party WFM teams to optimize the effectiveness of resources across all departments. Success in this role will result in achieving and maintaining optimal contact center efficiency, ensuring the contact center is focused on managing and lowering operational costs while delivering a superior customer experience. What You'll Do Workforce Planning Managing WFM 3rd party resources in development and tracking accurate short-term and long-term forecasts for outsourced contact center volumes based on historical data, trends, and business drivers. Collaborate with various 3rd party stakeholders to gather information on upcoming promotions, product launches, and other events that may impact contact center volumes. Conduct regular analysis to identify patterns, trends, and anomalies in contact center data to refine forecasting models. Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting. Own end-to-end tracking and control processes for forecasting headcount, site capacity, and metrics performance across a complex partner network. Build optimal long-term staffing plans by balancing the needs between the customer experience, operational flexibility, and cost effectiveness. Compliance models Scheduling And Staffing Create daily forecasts by product, region, and support channel and share the plan with respective contact center partners. Evaluate and provide feedback on the contact center partner's staffing plan to ensure the quantity of labor is sufficient to meet service levels while minimizing unnecessary labor costs. Retroactively monitor adherence to the plan and make necessary adjustments to the forecast to address unexpected fluctuations in call volumes. Mitigate capacity risks and provide capacity levers by managing dependencies across multiple BPO partners and clearly communicating opportunities. Forecast Modeling & Budgeting Collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances. Capable of building staffing and cost models using hypothetical scenarios as a precursor to potential changes to the business Collate and communicate estimates for budget planning purposes. Own monthly reporting of financial impacts to 3rd party budget and staffing allocations Manage 3rd party invoicing process Performance Monitoring And Reporting Establish and monitor key performance metrics, providing regular reports to leadership on workforce performance and efficiency. Identify areas of improvement and implement strategies to enhance contact center performance, thereby lowering costs per customer contact. Analyze historical data and provide insights to aid in decision-making for staffing adjustments and process improvements. Continually seek new data points that can help maintain an accurate volume forecast. Demonstrates specialized knowledge and understanding, through proven success with leading consultation efforts. Oversee root cause investigative analytics based on observed and quantified trends, forecasting, scheduling, and intraday management. Collaborate with CAI leaders and 3rd party WFM teams to standardize and improve operational efficiencies. Help team to adapt to constantly evolving environments - identify and eliminate risk to sustain critical metrics during periods of flux. Make changes to processes, procedures, or standards where warranted. Technology And Tools Able to evaluate trends, build forecasts, and establish workforce planning best practices using Tableau, MS Excel, PureInsights and PowerBI, etc. Proficient with Excel, Word, PowerPoint, Slack and other business tools. Stays abreast of industry trends and advancements in workforce management technology. Recommend innovative technology when it can drive improvements with forecast accuracy. Manages WFM real-time automation tool and system functionality in partnership with Business Analyst Evaluate and recommend tools and technology aligned with business objectives to meet workforce management goals and client experience goals. Manage WFM outage process and support all business liaisons. Cross-Functional Collaboration Collaborate with other departments such as Operations, Learning & Development, Business Process Improvement, Product Finance, and Tools & Technology to ensure alignment between workforce strategies and overall business goals. Launch all WFM initiatives for 3rd party partners Communicate with leadership and provide business insights derived from data analysis. Build strong 3rd party relationships and foster the One Cox Automotive mission and vision What's In It For You At Cox, we reward your hard work with meaningful benefits. First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You'll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more. Qualifications Minimum Bachelor's degree in a related discipline and 6 years of experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years of experience; a Ph.D. and 1 year of experience in a related field; or 10 years of experience in a related field. Strong analytical and quantitative skills, with proficiency in using or recommending workforce management tools and software. Excellent communication and interpersonal skills, with the ability to work collaboratively across departments and with our contact center partners. Knowledge of contact center operations Must possess effective communication and process management skills. Demonstrated ability to lead a collaborative team environment. Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization. Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes to meet business requirements. Other duties as needed or required. Preferred 5+ years of experience in Capacity Planning, Strategy, Finance or WFM experience. Proven experience in BPO workforce management, with a focus on forecasting, scheduling, headcount distribution, and staffing analysis. USD 90,100.00 - 150,100.00 per year Compensation: Compensation includes a base salary of $90,100.00 - $150,100.00. 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.