Analyst, Workforce Management

About Carvana

If you like disrupting the norm and are looking for a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. At Carvana, our customers can hop online to...

• Search and browse our inventory of over 20,000 vehicles that we own and certify.
• Narrow down search results using highly intelligent filtering tools/components.
• View vehicle details, Carfax reports, and 360 rotating studio images for every vehicle.
• Secure financing in minutes using Carvana’s in-house service or their own bank.
• Interact with GUI components to easily customize loan length, down payment, and monthly payment.
• Generate, upload, and eSign all documents online (no ink necessary).
• Schedule front door delivery or pick up at one of our vending machines.
• Trade-in their existing vehicle or just sell it to Carvana (no purchase necessary).

For more information on Carvana and our mission, sneak a peek at our company introduction video or learn more about what it’s like to work here from the people that already do. 

About the team and position

The Workforce Management Analyst is responsible for optimizing call center operations through effective workforce planning, scheduling, and forecasting. This role involves analyzing data, monitoring call volumes, and ensuring adequate staffing levels to meet service level agreements (SLAs) and maintain high customer satisfaction. The Workforce Management Analyst will collaborate with various departments to develop strategies for improving efficiency and productivity within the call center environment.

What you’ll be doing

• Analyzing Data: Dig into call center data, such as call volumes, handle times, and staffing metrics, to spot trends, patterns, and areas for improvement.
• Forecasting and Planning: Forecast call volumes and staffing needs by analyzing historical data and staying informed about business trends.
• Creating Schedules: Create advocate schedules that match call volume patterns while taking into account agent skills, preferences, and contractual requirements.
• Utilizing Workforce Management Tools: Leverage workforce management software (Aspect) to handle scheduling, forecasting, and real-time adherence.
• Collaborating Effectively:  Collaborate with stakeholders from various departments and levels within the organization.
• Problem-Solving: Identify issues affecting call center performance and swiftly develop effective solutions to address them.
• Time Management: Prioritize tasks effectively and meet deadlines in our fast-paced environment.

What you should have

• Proven experience in workforce management or workforce analysis, preferably in a call center environment, with a minimum of 2 years of relevant experience.
• Strong analytical skills with the ability to interpret data, analyze trends, and draw actionable insights.
• Proficiency in using workforce management software and tools (e.g., Verint, NICE, Aspect) is highly desirable.
• Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner.
• Detail-oriented with strong organizational and time management skills, with a focus on maintaining high-quality standards in workforce management processes.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines.
• Strong problem-solving skills with a proactive and innovative approach to addressing challenges.
• Familiarity with call center operations, KPIs, and performance metrics.
• Highly proficient in MS Word, MS Excel (power query), MS PowerPoint and/or Access and related systems.
• Bachelor's degree in Business Administration, Statistics, Mathematics, or a related field.

What we’ll offer in return

• Full-Time Salary Position with a competitive salary.
• 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