Specialist, Workforce Management

The role

The Specialist, Workforce Management monitors the Care Centers customer experience through real-time and scheduling best practices. This person will support a Customer Advocate team by understanding operational metrics and optimizing the customer experience.

What you will do

• 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 attendance, intraday/end of day performance, and other ad hoc reports.
• Generating, analyzing, and optimizing schedules on a weekly basis.
• Managing time off, VTO, and OT allocations to align with business needs.
• Developing strong working relationships with other groups to ensure efficient problem solving.
• Other duties as assigned.

Required qualifications

• High School Diploma, GED, or equivalent education
• 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
• 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
• Must be able to read, write, speak and understand English

Nice to have

• Bachelor’s Degree
• 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

Benefits

• Medical, Dental, and Vision benefits
• 401K with company match
• student loan payments
• discounts on vehicles
• benefits for your pets
• wellness program

Before you apply

• Hiring is contingent on passing a complete background check
• This role is not eligible for visa sponsorship

About the company

Carvana is a 100% online car-buying experience that aims to disrupt the auto industry by removing the dealership experience. They deliver vehicles to doorsteps or vending machine locations.