Analyst, Workforce Management
Position Overview:
This is an individual contributor role responsible for providing keen insights to assist with short and long-term strategic planning, business-making and resource alignment with the Customer Care Department business objectives. This position focuses on Customer Care issues, evaluating and improving performance metrics, and presenting findings to leadership. This position is not visa eligible.
What you’ll be doing:
- Gather, analyze, and interpret information and data for Advocate Team volume and productivity, by studying business functions, speaking with individuals, and using analytics, research methodologies, and statistical techniques.
- Create reports, specifications, instructions, and flowcharts to effectively communicate analyses, trends, and recommendations to operational teams and business leaders for maximizing Advocate Team staffing, meeting optimal service levels and abandonment rates.
- Create detailed business analysis, addressing problems, solutions and opportunities for the Customer Care Department.
- Create reports in Sigma using data from various sources and data points.
- Analyze and present trend analysis in a clear and concise manner to senior leaders verbally and with graphical representation as needed.
- Complete interval level forecasting and optimal schedule analysis.
- Provide training, oversight and coaching to Specialists as needed.
- Develop optimal schedules for new hires.
- Perform adjustments, maintain daily logs, and monitor advocate/team member adherence to schedule.
- Plans departmental offsites and events.
- Manage annual PTO allocations for multiple lines of business.
- Communicate with management when the volume is low and redirect employees to work on other activities to ensure productivity and daily goals are achieved.
- Generate daily, weekly, and monthly reporting for the Advocate Team (and leadership).
What the job requires:
To be able to do your job at Carvana, there are some basic requirements we want to share with you.
- Bachelors Degree Preferred
- High School Diploma or GED Equivalent Required
- Advanced analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy.
- Strong experience with Microsoft Office, Google Suite, and database management systems.
- Ability to communicate and interact with others effectively in a professional, courteous manner.
- Ability to work flexible hours.
- Ability to read, write, speak, and understand English
- Ability to work in an office environment, with extensive use of computers.
- Ability to pay strong attention to detail.
- Ability to multitask and prioritize effectively.
- Strong understanding of regulatory and reporting requirements
- Ability to perform the job safely
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.
