Data-Driven Workforce Planner (Contact Center)

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

Benefits offered by this job

Medical, dental, and vision insurance

401(K)

Company paid life insurance

Tuition reimbursement

Wellness program

Game room

In-house gym

Paid time off

Opportunities for professional growth

Job summary

DriveTime Automotive Group is seeking a Workforce Management Specialist in Fort Worth, TX to optimize workforce planning and scheduling in our contact center. Ideal candidates should have analytical skills and at least 1 year of relevant experience.

Responsibilities include leveraging data to improve strategies, monitoring performance, and collaborating with leadership to ensure service levels are met. DriveTime offers numerous benefits, including healthcare coverage, a wellness program, and opportunities for professional growth.

Qualifications

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

Responsibilities

• Optimize workforce planning and scheduling across multiple sites.
• Analyze data to recommend improvements and monitor performance.
• Support the implementation of routing strategies and provide analyses.
• Identify opportunities for new workforce strategies.

Skills

Strong analytical skills

Excellent verbal communication

Proactive problem-solver

Time management skills

Attention to detail

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Genesys Cloud

SQL

Python

Snowflake

Job description

DriveTime Automotive Group is seeking a Workforce Management Specialist in Fort Worth, TX to optimize workforce planning and scheduling in our contact center. Ideal candidates should have analytical skills and at least 1 year of relevant experience.

Responsibilities include leveraging data to improve strategies, monitoring performance, and collaborating with leadership to ensure service levels are met. DriveTime offers numerous benefits, including healthcare coverage, a wellness program, and opportunities for professional growth.