Senior Manager, Workforce Management Cox Communications
Lara has 20 years of experience in the contact center environment and 8 years with Cox Communications. Lara provides leadership and strategic direction to her team with the goal of delivering frictionless journeys for our customers while enhancing the employee experience. In her current position as Sr. Manager of Workforce Management, Lara leads a team of forecasting and scheduling analysts. Her team creates both long term and short term forecasts for Cox Customer Care call volume and Cox Digital Assistance including chats, social media, messaging, and app based communications. Her scheduling analysts manage the schedules of 1,300 internal employees which encompasses regular schedules, shift bids, paid time off requests, shrinkage impacts and special events scheduling. Lara created a committee of team members to oversee change to reduce impact to the frontline employee’s schedules, to improve flexible schedule options, and to test and communicate changes in advance. She is responsible for submitting financial inputs, gathering of product launches, and building relationships across the company.
Lara was born and raised in Texas but relocated to the Atlanta, GA area in 2014. Lara has participated in the Cox Communications Mentorship program and is a graduate of the Half the Sky Leadership program. She has a husband and three children. Lara enjoys crafting, fishing, and spending time with her family.