Specialist, Workforce Management

Carvana • Tempe, AZ

7d

About The Position

The Specialist, Workforce Management monitors the Care Centers customer experience through real-time and scheduling best practices. This role supports a high-performing Customer Advocate team by understanding operational metrics and optimizing the customer experience. The position is full-time and hourly.

Requirements

• High school diploma, GED, or equivalent education.
• Experience with Aspect, IEX, Verint Impact 360, or other workforce management applications.
• Strong organizational skills and acute attention to detail.
• Superior interpersonal skills and the ability to communicate clearly and concisely across and up the organization.
• Reliable deadline and task management skills.
• Ability to diagnose and solve problems and present findings to leadership.
• Experience working with all levels of management.
• Ability to execute under pressure in a fast-paced team environment.
• Enthusiasm and energy to contribute to and thrive in a rapidly growing environment where roles continually adapt.
• Ability to read, write, speak, and understand English.
• Must pass a complete background check.

Nice To Haves

• Bachelor’s degree.
• At least 1 year of workforce management experience in a large, 500+ agent, multi-site or multi-channel contact center environment.
• In-depth understanding of Carvana’s customer experience process and procedures.
• Project management experience.
• At least 1 year of Aspect software administration experience.
• At least 1 year of InContact software experience.
• Bachelor’s degree in Finance, Statistics, or another related field.

Responsibilities

• Interpret data and make staffing recommendations to improve schedule efficiency.
• Monitor call volume and queue performance to achieve ASA and Service Level goals.
• Produce reports by deadlines, including attendance, intraday and end-of-day performance, and other assigned ad hoc reports.
• Generate, analyze, and optimize schedules weekly to support business initiatives such as training, coaching, and team meetings.
• Manage time off, VTO, and OT allocations to align with business needs.
• Develop strong working relationships with other organizational groups to support efficient problem-solving and issue resolution.
• Perform other duties as assigned.

Benefits

• Competitive wages.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Perks including student loan payments, vehicle discounts, and benefits for pets.
• Wellness program supporting physical and mental health.
• Opportunities to expand skills and share knowledge across the organization.
• A culture of promotions from within and opportunities for varied, rapid career development.

What This Job Offers

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