Specialist, Workforce Management

Who you are

You have a strong analytical mindset and experience in workforce management, ideally within a customer service environment. You understand operational metrics and are skilled at interpreting data to make informed staffing recommendations. Your ability to monitor call volumes and queue performance helps achieve service level goals effectively. You are detail-oriented and can produce reports that track attendance and performance metrics accurately. You thrive in a collaborative environment and are committed to supporting a high-performing team.

Desirable

Experience with scheduling software or workforce management tools is a plus. Familiarity with customer service operations and metrics will help you excel in this role. You are proactive in identifying areas for improvement and optimizing processes to enhance the customer experience.

What you'll do

In this role, you will be responsible for monitoring the Care Centers' customer experience through real-time data analysis and scheduling best practices. You will interpret data to make staffing recommendations that improve schedule efficiency and ensure that service level goals are met. Your responsibilities will include producing various reports, such as attendance and performance metrics, to provide insights into team performance. You will also analyze call volume trends to optimize staffing levels and improve customer service outcomes. Collaborating with the Customer Advocate team, you will support their efforts to deliver exceptional service to every customer. Your role will involve continuous monitoring and adjustment of schedules to align with operational needs and customer demand.

What we offer

At Carvana, we offer a unique work environment where you can contribute to transforming the auto industry. You will be part of a team that values innovation and customer satisfaction. We provide opportunities for professional growth and development, ensuring that you have the resources needed to succeed in your role. Our culture promotes collaboration and support, allowing you to thrive in your career while making a meaningful impact on our customers' experiences. Join us in our mission to change the way people buy cars and be part of a company that is dedicated to delivering exceptional service.