Analyst, Workforce Management (Scheduling)

Carvana • Tempe, AZ

4d • Onsite

About The Position

As a Workforce Management (WFM) Scheduling Analyst, you are the architect of our team’s time. You will ensure that we have the right people, in the right place, at the right time to deliver a seamless experience for our customers. You will partner closely with operational leaders to manage complex scheduling workflows, optimize coverage across multiple business units, and support the career growth of our Advocates through promotional and new-hire scheduling.

Requirements

• High School Diploma or GED required
• 2+ years of experience in Workforce Management, with specific proficiency in scheduling software (experience with Aspect is a major plus; NICE/IEX, Genesys, or Assembled are also highly valued).
• A high degree of precision when managing complex data sets and "Master Templates" where small errors can have a large impact on customer wait times.
• The ability to look at a coverage gap and determine whether to solve it through shift moves, overtime offerings, or voluntary time off.
• Comfort presenting to new hire classes and partnering with senior operational leaders to explain the "why" behind scheduling decisions.
• Strong skills in Google Suite (Sheets/Docs) and an ability to quickly learn internal project management tools like JIRA.

Nice To Haves

• Bachelor’s degree preferred

Responsibilities

• Manage the end-to-end scheduling lifecycle for multiple lines of business, including processing shift adjustments, coordinating project time, and ensuring schedules align with forecasted requirements for both phone and digital channels.
• Lead high-impact scheduling initiatives, including bi-annual shift bids and comprehensive holiday staffing plans to ensure service level objectives are met year-round.
• Act as the WFM point of contact for new hire classes and promotions. You’ll manage the transition of schedules for incoming talent and coordinate schedule updates for internal moves and upskilling.
• Conduct regular "schedule health" audits to identify coverage gaps caused by attrition or transfers. You will optimize intra-day activities (breaks, lunches, and off-phone time) to maintain peak operational efficiency.
• Act as a consultant to department leaders, providing recommendations on schedule flexibility and permanent change requests while balancing business needs with employee preferences.

Benefits

• Full-Time Salary Position with a competitive salary
• Medical, Dental, and Vision benefits
• 401K with company match
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
• A great wellness program to keep you healthy and happy both physically and mentally
• Access to opportunities to expand your skill set and share your knowledge with others across the organization
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED