Specialist, Workforce Management

<p><strong>SPECIALIST, WORKFORCE MANAGEMENT</strong></p> <p><strong>About Carvana<br></strong>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. <strong>Here at </strong><a href="https://www.youtube.com/watch?v=c5dpBRp0-_w"><strong>Carvana </strong></a><strong>we are passionate about delivering exceptional service to every customer!</strong> 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 <a href="https://www.youtube.com/watch?v=FnHaPVP-opw">vending machines</a> they can pick it up there. <strong>One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!</strong></p> <p><strong>About the team and position<br></strong>The <strong>Specialist, Workforce Management</strong> 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. </p> <p><strong>What you’ll be doing</strong></p> <ul> <li>Interpreting data and making staffing recommendations to improve schedule efficiency.</li> <li>Monitoring call volume and queue performance to achieve ASA/Service Level goals.</li> <li>Producing reports according to deadlines, including but not limited to: attendance, intraday/end of day performance, and other ad hoc reports as assigned.</li> <li>Generating, analyzing, and optimizing schedules on a weekly basis to support the business initiatives such as training, coaching, team meetings, etc.</li> <li>Managing time off, VTO, and OT allocations to align with business needs.</li> <li>Developing strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.</li> <li>Other duties as assigned.</li> </ul> <p><strong>What you should have</strong></p> <ul> <li>High School Diploma, GED, or equivalent education required.</li> <li>Bachelor’s Degree preferred.</li> <li>Experience in Aspect, IEX, Verint Impact 360 or other WFM applications.</li> <li>Strong organizational skills with acute attention to detail .</li> <li>Superior interpersonal skills with the ability to communicate clearly and concisely, across and up the organization.</li> <li>Reliable deadline and task management skills.</li> <li>Ability to diagnose, solve problems, and present findings to leadership.</li> <li>Experience working with all levels of management. </li> <li>Ability to execute under pressure in a fast-paced team environment.</li> <li>Enthusiasm and energy to contribute to and thrive in a rapidly growing atmosphere where roles continually adapt as the company evolves.</li> </ul> <p><strong>It would be great if you also had</strong></p> <ul> <li>1+ years Workforce Management experience in a large, 500+ agent, multi-site/multi-channel contact center environment </li> <li>In-depth understanding of Carvana’s customer experience process and procedures</li> <li>Project management experience </li> <li>1+ year Aspect software administration experience</li> <li>1+ year InContact software experience</li> <li>Bachelor Degree in Finance, Statistics, or other related fields </li> </ul> <p><strong>What we’ll offer in return</strong></p> <ul> <li>Full-Time Hourly Position with competitive wages</li> <li>Medical, Dental, and Vision benefits</li> <li>401K with company match</li> <li>A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more</li> ... (truncated, view full listing at source)