Senior Business Intelligence Analyst

Cox Automotive seeking a Senior Business Intelligence Analyst to join our Workforce Strategy & Analytics team to help shape the future of workforce management across Manheim. This role acts as a technical and strategic expert, leveraging advanced Business Intelligence tools, AI-driven analytics, and predictive modeling to deliver actionable insights that optimize contact center operational efficiency.
The Senior Analyst is responsible for leading analytical efforts related to call center performance, operational efficiency, and customer experience. This role partners closely with Contact Center Operations, Workforce Management, Finance, and Technology teams to transform large volumes of interaction data into actionable insights through advanced reporting, dashboards, and deep-dive analyses. The ideal candidate combines strong analytical and technical skills with a deep understanding of call center metrics, data modeling, and storytelling.
What You'll Do
Call Center Analytics & Insights

• Analyze inbound and outbound call center performance across voice, chat, email, and digital channels
• Develop insights around key metrics
  Define, validate, and maintain key performance metrics while ensuring data integrity and governance. Performance metrics/indicators include AHT, ASA, Service Level, Abandonment Rate, First Contact Resolution, Transfer Rates, Repeat Contacts, as well as Occupancy, Adherence, Shrinkage, CSAT, NPS, and more.
• Identify trends, anomalies, and root causes impacting efficiency, customer experience, and cost
• Data Preparation and Transformation
  Ingest, clean, and transform data from multiple sources to ensure accuracy and usability for analysis.
• Build Metrics and Monitor Data Quality
  Define, validate, and maintain key performance indicators while ensuring data integrity and governance.

Visualization and Reporting

• Design dashboards and reports using tools like Power BI or Tableau to communicate insights effectively and enable data-driven decisions that reduce overtime costs.
• Ensure consistency and accuracy of KPIs across reports and platforms.
• Translate complex datasets into clear, concise, and actionable visualizations.
• Continuously improving reporting efficiency and self-service capabilities.

Strategic and Ad Hoc Analysis

• Conduct deep-dive analyses on staffing models, volume drivers, handle time variability, and performance gaps.
• Support workforce planning, budgeting, and forecasting initiatives with data-driven insights.
• Perform scenario analysis to assess operational changes, policy impacts, or technology implementations.

Collaborate with Stakeholders

• Act as a trusted analytical partner to call center leadership and operations teams.
• Translate business questions into analytical approaches and clearly communicate findings and recommendations.
• Influence decision-making by connecting analytics to operational and financial outcomes.

Data Governance & Best Practices

• Establish and promote best practices for BI development, documentation, and data governance.
• Mentor junior analysts and provide technical and analytical guidance.
• Ensure compliance with data privacy and security standards.

How you'll Do It

• Leverage Advanced BI Tools and AI Frameworks: Utilize modern BI platforms, AI-driven analytics, and machine learning techniques to automate data synthesis, improve predictive accuracy, and uncover actionable insights.
• Apply Robust Data Governance and Quality Standards: Ensure integrity, compliance, and consistency across all datasets and reporting processes, aligning with enterprise governance protocols.
• Collaborate Cross-Functionally: Work closely with Marketing, Finance, and Technology teams to integrate diverse data sources, align methodologies, and deliver insights tailored to strategic objectives.
• Employ Agile and Scalable Methodologies: Use iterative development, rapid prototyping, and scalable data models to adapt quickly to evolving business needs and project complexities.
• Communicate Insights Effectively: Translate complex analytical outputs into clear, compelling narratives and visualizations for senior leadership, enabling informed and timely decision-making.

Who Are You

• BS/BA degree in a related discipline such as Computer Science, Industrial Engineering, Business Analytics, Statistics, or similar field of study.
• Strong analytical skills supported by 4+ years of experience in business intelligence, analytics, or data analysis.
• Direct experience analyzing call center or contact center data.
• Experience with call center platforms (Genesys, Avaya, Five9, Amazon Connect, etc.)
• Experience with Salesforce case data.
• An outgoing analyst who can operate autonomously in a low-structure environment and thrive in ambiguity.
• Ability to build and leverage relationships with internal customers and boundary partners to drive collaboration and outcomes.
• Advanced SQL for data extraction and analysis
• Experience with Python, R, or other programming languages for advanced analytics.
• Experience utilizing ETL tools such as Alteryx, Tableau Prep, & Informatica and visualization tools such as Tableau or Power BI.
• Strong data visualization and dashboard design skills.
• Experience working with large, complex, datasets.
• Experience with cloud data platforms such as Snowflake and Redshift.
• Familiarity with AI-enabled tools and Large Language Models (LLMs) to enhance forecasting, automate reporting, and generate insights.
• Ability to experiment with AI-driven techniques (e.g., predictive modeling, anomaly detection etc.) and integrate them into workforce analytics workflows.
• Understanding of prompt engineering and model fine-tuning for leveraging generative AI in analytics and decision support.

Preferred Qualifications

• Prior experience in a call center analytical role or familiarity with related concepts.
• Prior experience in automotive industry or production environment.
• Experience developing scenario models.
• Experience operating in a Six Sigma or Lean operations environment.

USD 89,400.00 - 134,000.00 per year
Compensation:
Compensation includes a base salary of $89,400.00 - $134,000.00. 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.