Analytics-Driven Contact Center Workforce Planner

DriveTime; Fort Worth (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(K)

Growth Opportunities

Tuition Reimbursement

Wellness Program

Competitive Pay

Game Room

In-House Gym

Social Events

Paid Time Off

Job summary

DriveTime, located in Fort Worth, Texas, is seeking a Workforce Management Specialist to optimize workforce planning and scheduling across contact center sites. You will analyze data, recommend improvements, and monitor performance to achieve service excellence.

The ideal candidate will have at least one year of experience in workforce management and excellent analytical skills. You will work closely with contact center leadership to enhance operational efficiency and ensure accurate reporting.

DriveTime offers competitive pay and comprehensive benefits including medical, dental, and wellness programs.

Qualifications

• 1+ year of experience in a contact center environment.
• 1+ year of workforce management experience, including forecasting and scheduling.
• Proficiency in Microsoft Office applications.

Responsibilities

• Optimize workforce planning and scheduling across contact center sites.
• Analyze contact center data to recommend improvements.
• Ensure service levels and quality outcomes through data-driven insights.
• Monitor performance and provide actionable recommendations.

Skills

Analytical skills

Verbal communication

Written communication

Problem-solving

Team collaboration

Organization

Attention to detail

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Genesys Cloud

SQL

Snowflake

Python

Sigma

Job description

DriveTime, located in Fort Worth, Texas, is seeking a Workforce Management Specialist to optimize workforce planning and scheduling across contact center sites. You will analyze data, recommend improvements, and monitor performance to achieve service excellence.

The ideal candidate will have at least one year of experience in workforce management and excellent analytical skills. You will work closely with contact center leadership to enhance operational efficiency and ensure accurate reporting.

DriveTime offers competitive pay and comprehensive benefits including medical, dental, and wellness programs.