Specialist, Workforce Management

Carvana

Tempe, AZ, United States
**
Monitoring customer experience
Real-time monitoring
Scheduling best practices
** Carvana is seeking a Specialist in Workforce Management to enhance the customer experience within their Care Centers by utilizing data-driven scheduling and operational metrics. The ideal candidate will have experience in workforce management applications and strong organizational skills to support a high-performing customer advocate team. **

Job Summary

  • 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.
  • Full-Time Hourly Position with competitive wages, Medical, Dental, and Vision benefits, 401K with company match, and a multitude of perks.

Matching Summary

Match Score: 75

** Carvana is seeking a Specialist in Workforce Management to enhance the customer experience within their Care Centers by utilizing data-driven scheduling and operational metrics. The ideal candidate will have experience in workforce management applications and strong organizational skills to support a high-performing customer advocate team. **

Skills & Requirements

Must-have

  • monitoring customer experience
  • real-time monitoring
  • scheduling best practices
  • operational metrics
  • call volume monitoring
  • queue performance monitoring
  • report production
  • schedule optimization
  • time off management
  • VTO and OT allocation
  • interpersonal skills
  • fast-paced environment

Nice-to-have

  • customer experience process understanding
  • project management experience
  • Aspect software administration
  • InContact software experience
  • rapidly growing atmosphere

Key Requirements

  • High School Diploma, GED, or equivalent
  • Bachelor’s Degree preferred
  • Experience in Aspect, IEX, Verint Impact 360 or other WFM applications
  • Strong organizational skills
  • Reliable deadline and task management skills
  • Ability to diagnose, solve problems, and present findings
  • Experience working with all levels of management
  • 1+ years Workforce Management experience
  • 500+ agent contact center environment

Work Rights

Not specified

Tailored Resume

Cover Letter