Specialist, Workforce Management

Carvana • Tempe, AZ

2d

About The Position

The Specialist, Workforce Management will be responsible for monitoring the Care Centers customer experience through real-time and scheduling best practices. The ideal candidate will be able to support a high-performing Customer Advocate team through understanding operational metrics and optimizing the customer experience.

Requirements

• High School Diploma, GED, or equivalent education required.
• Experience in Aspect, IEX, Verint Impact 360 or other WFM applications.
• Strong organizational skills with acute attention to detail .
• Superior interpersonal skills with the ability to communicate clearly and concisely, across and up the organization.
• Reliable deadline and task management skills.
• Ability to diagnose, 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 atmosphere where roles continually adapt as the company evolves.

Nice To Haves

• Bachelor’s Degree preferred.
• 1+ years Workforce Management experience in a large, 500+ agent, multi-site/multi-channel contact center environment
• In-depth understanding of Carvana’s customer experience process and procedures
• Project management experience
• 1+ year Aspect software administration experience
• 1+ year InContact software experience
• Bachelor Degree in Finance, Statistics, or other related fields

Responsibilities

• Interpreting data and making staffing recommendations to improve schedule efficiency.
• Monitoring call volume and queue performance to achieve ASA/Service Level goals.
• Producing reports according to deadlines, including but not limited to: attendance, intraday/end of day performance, and other ad hoc reports as assigned.
• Generating, analyzing, and optimizing schedules on a weekly basis to support the business initiatives such as training, coaching, team meetings, etc.
• Managing time off, VTO, and OT allocations to align with business needs.
• Developing strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
• Other duties as assigned.

Benefits

• Full-Time Hourly Position with competitive wages
• 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: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees