Workforce Management Specialist
Job Location:
Fort Worth, TX - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Whats Under the Hood
DriveTime Family of Brands includes in-house financing and servicing through Bridgecrest which is one of the countrys leading financial servicing providers. Bridgecrest services roughly $25 billion in finance receivables for DriveTime and other third parties. We service auto loans across a wide credit spectrum with the intent of creating a strong path to vehicle ownership for our customers.
Thats Nice But Whats the Job
- Leveraging collections and contact center data to analyze strategies recommend improvements and identify defects or areas of concern
- Acting as a liaison to Contact Center leadership supporting the implementation of call email and SMS routing strategies and providing post-deployment volume trend analysis
- Collaborating closely with lines of business to meet service level objectives while ensuring consistent accurate reporting and compliance across all contact center groups
- Monitoring inbound and outbound associate performance and providing actionable recommendations to support operational success
- Proactively identifying opportunities to implement new workforce strategies across all areas of the contact center
- Ensuring the integrity and 100% accuracy of all reports distributed by the Contact Center Analyst team
- Supporting projects initiatives and ad hoc data extrapolation requests from Contact Center Leadership
- Serving as a subject matter expert (SME) for scheduling across onshore and offshore lines of business
- Strong analytical and reporting skills with the ability to translate data into clear actionable insights
- Ability to thrive under tight deadlines and manage multiple time-sensitive priorities
- Excellent verbal and written communication skills with confidence engaging a variety of audiences including leadership
- A proactive problem-solver who not only identifies issues but drives effective solutions
- A collaborative team player who contributes to a high-performing supportive team environment
- Naturally curious with a desire to continually learn improve and expand knowledge
- Exceptional organization and time management skills with the ability to prioritize and adapt as priorities shift
- High attention to detail with a commitment to accuracy and quality in all deliverables
- 1 year of experience in a contact center environment
- 1 year of workforce management experience including forecasting and scheduling within a contact center
- Bachelors degree or equivalent experience
- Proficiency in Microsoft Office applications
- Experience with Genesys Cloud within a contact center environment
- Working knowledge of SQL Snowflake or Python
- Experience building reports in Sigma
So What About the Perks Perks matter
- Medical dental and vision oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
- But Wait Theres More. 401(K) Company paid life insurance policy short and long-term disability coverage to name a few.
- Growth Opportunities. You grow I grow we all grow! But seriously DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1000 employees promoted year over year.
- Tuition Reimbursement. Were as passionate about your professional development as you are. With that well put our money where our mouth is.
- Wellness Program. Health is wealth! This program includes self-guided coaching and journeys cash incentives and discounts on your medical premiums through engaging in fun activities!
- Gratitude is Green. We offer competitive pay across the organization because well money matters!
- Game Room. Gimme a break no not a Kit Kat ad but we do have a ping-pong table a pool table and other games if you ever need a break in your day.
- In-House Gym. We want our employees to be the best versions of themselves. So come early take a break in your day or finish strong with a workout!
- Enjoy Social Events Bring it on. Rally with your team for festive gatherings team competitions or just to hang out!
- We Care and Value YOU! Feel the love and let us treat you to company outings personal rewards amazing prizes & much more!
- Paid Time Off.Not just lip service: we work hard to play hard! Paid time off includes (for all full-time roles) wellness days holidays and good ole fashioned YOU time! For our Part-timers dont fear you get some time time is available - the more you work the more you earn!
Anything Else Absolutely.
DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards but well save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity Best Company Culture and Best Company Leadership oh and dont forget Phoenix Business Journal Healthiest Employers (okay well stop there)!
Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free tobacco-free workplace and an Equal Opportunity Employer.
And when it comes to hiring we dont just look for the right person for the job we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional fun and high-energy environment!
Required Experience:
IC
About Company
DriveTime is not your typical auto retailer. We’re bringing a fresh and fun perspective to the pre-owned car buying experience, and we want you to come along for the ride. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two dec ... View more
