Specialist, Workforce Management

SPECIALIST, WORKFORCE MANAGEMENT

About Carvana
Our mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. Here at Carvana we are passionate about delivering exceptional service to every customer! After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!

About the team and 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. 

What you’ll be doing

• 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.

What you should have

• High School Diploma, GED, or equivalent education required.
• Bachelor’s Degree preferred.
• 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.

It would be great if you also had

• 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 

What we’ll offer in return

• 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, wit