Call Volume Analyst III

Description: Position Summary: Responsible for providing call volume projections, average handle time, staffing requirements, and manpower schedules utilizing electronic workforce management software, as well as other applications. Responsible for scheduling the number of Universal Dispatchers needed on each shift based on call volume reporting and projections.

1. Provides forecasting, scheduling, call control traffic analysis and/or real-time management services to ensure adequate coverage for call volume.
2. Promotes efficiency and improves productivity by implementing IVR applications, analyzing, evaluating, and implementing new tools and technologies, and recommending solutions; coordinating with WFA/FS for call ahead and IVR technologies.
3. Ensure that technical programs are properly implemented-updated and monitored; recommend operational improvements.

Requirements:

Experience: Requires minimum 2 years relevant experience in using automated tracking tools, preferably the eWFM software; similar experience with computer databases such as MS Access or SQL, or proficiency with Crystal Reports considered equivalent experience. Demonstrated experience forecasting manpower needs taking into consideration shift trades, time-off, seasonal trends, and special events is required. Demonstrated experience analyzing data within limited time frames and recommend alternatives. Strong analytical and statistical skills and the ability to summarize data trends using visual methods including charts and graphs. Excellent organizational skills to meet deadlines in an environment of constantly changing priorities.
Education: Bachelor's Degree required.
Equipment: Excellent PC skills with MS Office tools. Knowledge of Excel and Visual Basic. Database development and reporting software (Microsoft Access, SQL, Discover) and Web Development (ASP language).

Cox Communications Inc. is a multi-service broadband communications company with approximately 6.6 million total customers, including approximately 6.3 million basic cable subscribers. The nation's third-largest cable television provider, Cox offers both analog cable television under the Cox Cable brand as well as advanced digital video service under the Cox Digital Cable brand. Cox provides an array of other communications and entertainment services, including local and long-distance telephone under the Cox Digital Telephone brand, high-speed Internet access under the Cox High Speed Internet brand, and commercial voice and data services via Cox Business Services. Local cable advertising, promotional opportunities and production services are sold under the Cox Media brand. Cox is an investor in programming networks including Discovery Channel. More information about Cox Communications can be accessed on the Internet at