Workforce Management Specialist

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

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 – DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top‑tier healthcare coverage.
• 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! DriveTime Family of Brands is committed to providing employees with every opportunity to grow professionally.
• Tuition Reimbursement – We’re as passionate about your professional development as you are.
• 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.
• Competitive Pay – We offer competitive pay across the organization.
• Game Room – Ping‑pong table, pool table and other games are available for breaks.
• In‑House Gym – Employees can work out on site.
• Social Events – Team competitions, festive gatherings and company outings.
• Paid Time Off – Includes wellness days, holidays, and time off for all full‑time roles. Part‑time employees also earn vacation time as they work.

Anything Else? Absolutely.

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.