Capacity Planning Multi-Site Analyst II

CITY/STATE: West Warwick, RI 02893 TYPE: Full Time, Employee CATEGORY: Customer Support/Client Care REFERENCE CODE: 7036.1072 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Capacity Planning Multi-Site Analyst II West Warwick, RI 02893 Description:Position Summary:Self-directed/ownership with strong time and project management for driving the assessment and optimization of schedules to maximize performance for a multi-site or virtual operation. Leveraging expertise of software and hardware. Responsible for providing routine annual, monthly, weekly, daily and intra-day projections of call volume, average handle time and staffing / capacity requirements across virtualized sites within all Cox Contact Centers. Responsible for providing capacity analysis across the enterprise. Makes recommendations utilizing Multi site / Net-force application in Workforce Mgmt forecasting and scheduling software system to provide effective employee work schedules and meet multi system requirements for service level objectives. Responsible for ensuring appropriate staffing levels for various departments and maintains staffing planners to ensure all departments have adequate coverage. Utilizes real time activity databases to assist with the responsible for developing and responding to trend analysis proficiently and effectively.Responsibilities:1. Uses WFM forecasting tools to develop projected future call volumes for intra-day, daily, weekly, monthly, and annual increments. Uses RTA, Director and ACD databases to analyze trends and maintain staffing information.2. Projects staffing required to meet service levels by forecasting within goal of 10% accuracy both short and long-term call volumes and required staffing.3. Analyzes call volumes and patterns, reports forecast and actual performance for sites and/or call handling groups, and maintains other information needed for accurate forecasting.4. Meets with Team Managers and Directors on regular basis to share information, present trends, and recommend solutions.5. Plans for special impact of response to advertising, promotions, acquisitions, etc., and gathers information from other parts of the organization to identify these impacts.6. Prepares and analyzes agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints.7. Ensures schedules are published within acceptable time frames.8. Processes requests for time off and responds appropriately with information and/or approval.9. Analyzes requests for alterations to the schedule and responds appropriately.10. Monitors schedule adherence, variance, and reports daily traffic volumes, headcount analysis, real time performance, and capacity plans.11. Analyzes call volume and staffing trends and makes recommendations to management.12.Generates standard reports on a scheduled basis.13.Handles shift bids, assigns schedules to new employees, and updates appropriate databases.14.Applies technological solutions to reduce transactions and improve business efficiencies.15.Generates eWFM and ASPECT reports and possesses a good working knowledge to interpret data.16.Recommends when shift bids are appropriate for various departments, initiates and coordinates entire shift bid process maintaining strong communications with affected groups.17.Assists in training less experience co-workers on routine aspects of position.18.Ability to meet deadlines, plan proactively, and handle stressful situations19.Ability to create and maintain headcount files and staffing models20.Ability to provide to make objective recommendations and provide consultation within all Cox systems.21.Ability to champion special projects with through planning and organizing through execution. 22.Knowledge of hardware and server configurations, ability to trouble-shoot with IT.23.Strong organizational and communication skills with attention to detail24.Ability to forecast and schedule for remote sites.25.Proven leadership skills utilizing resources to accomplish business objectives.26.Maintains a safe work environment and complies with all Cox safety policies.27.Performs all other duties as assigned by supervisor.Qualifications:Requirements:Experience: Requires two years relevant experience in a call center using automated tracking tools, preferably the eWFM software; similar experience with computer databases, or proficiency with Crystal Reports considered equivalent experience. Ability to forecast manpower needs in a virtual environment taking into consideration shift trades, time-off, seasonal trends, and special events is required. Demonstrated ability to analyze data within limited time frames and recommend alternatives. Two years experience with an ACD reporting system required. Superior analytical and statistical skills and the ability to summarize data trends using visual methods including charts and graphs. Good organizational skills to meet deadlines in an environment of constantly changing priorities.Education: High School diploma or GED required; two years college with business or computer/application software sources preferred. Certificates/Licenses: Valid driver's license with a good history.Travel Requirements: To and from other Cox locations as necessary for training and/or meetings.Physical: Ability to frequently use repetitive motions of wrist, hands and/or fingers. Possesses visual acuity in order to prepare and analyze data at a distance and close to eyesEquipment: Excellent PC skills to include Windows 98 or Windows NT. Strong PC skills in all MS Office tools. Knowledge of Call Center technologies. Understanding of ACD systems.Other: Flexibility with individual schedule as business needs warrant.Salary/Benefits: Salary commensurate with experienceJob Location: West Warwick, RIJob Number: 26265Company URL: http://www.cox.com/CoxCareer/Company Profile:Cox Communications is a multi-service broadband communications and entertainment company with more than 6 million total residential and commercial customers. The third-largest cable television company in the U.S., Cox offers an array of advanced digital video, high-speed Internet and telephony services over its own nationwide IP network, as well as integrated wireless services in partnership with Sprint (NYSE: S). Cox Business Services is a full-service, facilities-based provider of communications solutions for commercial customers, providing high-speed Internet, voice and long distance services, as well as data and video transport services for small to large-sized businesses. Cox Media offers national and local cable advertising in traditional spot and new media formats, along with promotional opportunities and production services. More information about the services of Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com, www.coxbusiness.com, and www.coxmedia.com Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. 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