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Specialist, Workforce Management

1 month ago
United States
Full-time
Junior
Operations Specialist
Customer and Technical Support
Statistics
Apply Now
Carvana

Carvana

Carvana is an e-commerce platform that enables consumers to buy and finance used cars online, offering features such as 360-degree vehicle imaging, financing options, and home delivery, all designed to streamline the car purchasing process.

Automotive
10K-50K
Founded 2012
View All Jobs 220

Description

  • Interpret data and make staffing recommendations to improve schedule efficiency.
  • Monitor call volume and queue performance to achieve ASA and service level goals.
  • Produce attendance, intraday/end-of-day, and ad hoc performance reports by assigned deadlines.
  • Generate, analyze, and optimize weekly schedules to support training, coaching, team meetings, and other business initiatives.
  • Manage time off, VTO, and overtime allocations to align with business needs.
  • Build strong working relationships with other internal groups to support problem solving and issue resolution.
  • Support a high-performing Customer Advocate team by understanding operational metrics and improving the customer experience.
  • Perform other duties as assigned.

Requirements

  • High school diploma, GED, or equivalent education required.
  • Bachelor’s degree preferred.
  • Experience with Aspect, IEX, Verint Impact 360, or other workforce management applications.
  • 1+ years of workforce management experience in a large, 500+ agent, multi-site or multi-channel contact center environment (preferred).
  • Strong organizational skills with acute attention to detail.
  • Superior interpersonal skills and the ability to communicate clearly and concisely across all levels of the organization.
  • Reliable deadline and task management skills.
  • Ability to diagnose problems, solve issues, and present findings to leadership.
  • Experience working with all levels of management.
  • Ability to execute under pressure in a fast-paced team environment.
  • Enthusiasm and energy to thrive in a rapidly growing environment where roles continually adapt.
  • In-depth understanding of Carvana’s customer experience process and procedures (preferred).
  • Project management experience (preferred).
  • 1+ year of Aspect software administration experience (preferred).
  • 1+ year of InContact software experience (preferred).
  • Bachelor’s degree in Finance, Statistics, or a related field (preferred).
  • Must be able to read, write, speak, and understand English.
  • Hiring is contingent on passing a complete background check.
  • This role is not eligible for visa sponsorship.

Benefits

  • Full-time hourly position with competitive wages.
  • Medical, dental, and vision benefits.
  • 401(k) with company match.
  • Student loan payments, vehicle discounts, pet benefits, and other perks.
  • Wellness program supporting physical and mental health.
  • Opportunities to expand skills and share knowledge across the organization.
  • Promotions-from-within culture with rapid career development opportunities.
  • Work at one of the fastest-growing companies in the country.

Interested in this position?

Apply directly on the company website

Apply Now

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