Team Lead, Workforce Management

Job Description

Job Description

Team Lead, Workforce Management
Fully on-site at our Tempe, AZ headquarters

Position Overview:
This role will serve as the leader and primary point-of-contact for day to day real-time monitoring, reporting, and scheduling operations. This includes real-time queue monitoring, scheduling, attendance processing, and queue performance reporting, as well as skilling operations for the Customer Care Centers. Develops forward-looking department strategies to enhance performance and improve productivity.

What you'll be doing:

• Work to ensure the team is proactively working to meet service level agreements by staying apprised of trends while remaining in constant communication with Care leadership.
• Responsible for hiring, ongoing training, coaching and development, and performance management of the real-time team.
• Provides development and improves team skill set and performance over time.
• Provides oversight for multiple simultaneous Workforce Management related projects and ensures the team uses efficient processes with steps that promote accurate output.
• Ensure accuracy, timeliness, and sense of urgency meets or exceeds minimum expectations for each Specialist role.
• Promote an environment that fosters trust, integrity, and accountability within the team.
• Promote process improvements that help save time, increase accuracy, and/or provide a better customer experience.
• Communicate pertinent information about the day-to-day operation of the Workforce Management department both verbally and in writing to the Workforce Management leadership.
• Build relationships and collaborate with multiple business partners on an ongoing basis.
• Create value-driven business solutions while balancing business and employee needs.

What the job requires:
To be able to do your job at Carvana, there are some basic requirements we want to share with you.

• High School Diploma, GED, or equivalent education required.
• Bachelor's degree in business discipline (eg. Finance, Accounting, Management, math, etc) or 3+ years of equivalent work experience in Workforce Management (Preferred)
• 3+ years of experience in a multi-site, multi-channel contact center with >500 agents (Preferred)
• Superior knowledge of workforce management software (Aspect expertise highly desired, but other relevant experience considered: IEX, eWFM, Verint Impact 360/Blue Pumpkin, or Genesys).
• Proficient in Microsoft Excel.
• Ability to demonstrate and articulate understanding of key Workforce Management concepts as related to demand forecasting, headcount capacity planning, scheduling, real-time monitoring, skilling, call routing, and performance improvement.
• Ability to motivate, coach, and develop others to improve the overall success of the team.
• Knowledge of call routing systems and technology such as InContact (preferred), Avaya, or Cisco platform.
• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset.

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.