CXOne Global Analytics Product Owner

Key Skills

Analytical and Problem solving, DOMO, Google Suite, KPIs, Microsoft Office suites, Microsoft-Excel, Powerpoint, SharePoint, Snowflake

Job Description

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive salary

• Paid vacation/holidays/sicktime- 15 days of vacation first year

• Comprehensive benefits package including 401K, medical, dental, and vision care – Available day one

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

• Check us out!: https://youtu.be/pdZMNrDJviY

What you will do

Are you a continuous-improvement-minded professional looking to take the driver's seat in empowering data-driven Workforce Optimization on a global scale? If yes, let's talk! We are seeking a curious, confident, and results-oriented professional to join our solution-based team. In this role, you will have the opportunity to influence our ongoing staffing strategies, collaborate to advance our analytical practices, and develop new concepts that align with our core values, all while driving AI and predictive capabilities on the platform.

Our Global Performance Excellence practice supports Centralized Operations across multiple campaigns with various channels (phone, chat, email) and business process outsourcing localities worldwide, operating 24x7x365. As a Workforce Optimization Principal, you will act as a Product Owner, driving progress through Workforce Optimization/Management Theories & Best Practices to govern intraday KPI Metrics, Staffing, and Continuity of Business plans.

How you will do it

Generate and present root cause investigative analytics based on observed and quantified trends and forecast variances.

Own the CXOne Analytics strategy, accountable for effective Product Backlog management, including developing and communicating the Product Goal, creating and clearly communicating Product Backlog items, ordering Product Backlog items, and ensuring transparency, visibility, and understanding of the Product Backlog.

Govern service level and occupancy by analyzing key performance indicators (volume, average handle time, and staffing), action drivers, and risks (forecast variances, absenteeism/unplanned shrinkage, site/weather events, system events/application outages).

Support forecast based on trend, variances (volume, average handle time), events, or if the forecast accuracy is outside acceptable ranges.

Initiate lever management (skill changes, unplanned shrinkage – add/remove/reschedule, extra hours, paid and voluntary time off, schedule changes) to balance wait times, service level, and occupancy.

Adapt to constantly evolving environments, identifying and collaborating to eliminate risk and sustain critical metrics during periods of flux.

Communicate pre- and post-executive summaries and intraday updates, reflecting key performance analytics with risk mitigation action plans.

Develop and champion working relationships with cross-functional teams, including operations, analytics, IT, and Continuous Improvement.

Assist in interviewing, training, and mentoring Central Operations Analysts.

What we look for

Required:

• 5+ years of experience in Workforce Optimization or Management, operating Workforce Software (NICE CXONE Preferred), Salesforce, InContact, SNOW, Domo, Google Suites, Microsoft Office – Outlook, SharePoint, PowerPoint, Word, Excel.

• Capacity to design advanced analytics, successfully identifying patterns and devising solutions to address trends actively.

• Proven application of Statistical Analysis concepts driving descriptive, predictive, and prescriptive model development.

• Aptitude to collaborate and solve complex circumstances through creative thinking, innovation, quantitative analytics, data integrity, and excellent follow-up skills.

• Strong interpersonal and presentation skills, with the ability to build and deliver analytical presentations effectively.

• Ability to lead through influence and advocacy, driving continuous improvements with a strong bias for action and results.

• Experience in harmonizing cross-functionally among numerous teams and with various levels of a professional organization, regardless of location/site, position, or level of authority.

• Cultivate environments that promote transparency, collaboration, accountability, and the sharing of ideas, insights, and experiences.

• Adaptable, flexible, and nimble in a continually evolving and consistently fast-paced environment, with excellent time management, organizational skills, attention to detail, and quality.

• Comfortable dealing with ambiguity, autonomy, and working both collaboratively and independently with minimal direction.

• Experience with implementing and optimizing Speech Analytics is a plus.

If you are ready to make a meaningful impact on a global scale, driving AI and predictive capabilities while optimizing workforce performance, we want to hear from you!