Workforce management analyst serp_jobs.h1.location_city

Job Description

Job Description

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

It would be great if you also had

What we'll offer in return

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

We'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal stuff

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

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.