Workforce Management Specialist

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

## Workforce Management SpecialistApplylocations: 15001 Trinity Blvd Fort Worth, TX 76155time type: Full timeposted on: Posted Yesterdayjob requisition id: R15828**What’s Under the Hood**DriveTime Family of Brands includes in-house financing and servicing through Bridgecrest, which is one of the country’s 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.**That’s Nice, But What’s the Job?**In short, as a Workforce Management Specialist, you will play a critical role in optimizing workforce planning, scheduling, and real-time adherence across multiple contact center sites, ensuring service levels, efficiency, and quality outcomes are consistently achieved through data-driven insights and strategic support.In Long, as the Workforce Management Specialist, you will be responsible for:* 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## So What Kind of Folks Are We Looking For?* 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## The Specifics.* 1+ year of experience in a contact center environment* 1+ year of workforce management experience, including forecasting and scheduling within a contact center* Bachelor’s degree or equivalent experience* Proficiency in Microsoft Office applications## Nice to Haves.* 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, There’s 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 1,000 employees promoted year over year.* **Tuition Reimbursement.** We’re as passionate about your professional development as you are. With that, we’ll 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, don't fear you get some time too...vacation 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 we’ll 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 don’t forget Phoenix Business Journal Healthiest Employers (okay, we’ll 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 don't 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!