Analyst, Workforce Management

About Carvana

If you like disrupting the norm and are looking to join a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. I mean, have you seen our vending machine?!

We are looking for people who are excited to thrive in an environment of impactful change. Team spirit is evident at Carvana and every day we let our passions and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other to make data and process-driven decisions in everything we do. Here are a few of our stories! We've been changing the game since 2013, and we're not taking our foot off the gas now. For more information on Carvana and our mission, learn more about what it's like to work here from the people that already do.

About the team and position

This is an individual contributor role responsible for providing keen insights to assist with short and long term strategic planning, business-making and resource alignment with the Customer Care Department business objectives. This position focuses on Customer Care issues, evaluating and improving performance metrics, and presenting findings to leadership. This position is not visa eligible.

What you'll be doing:

• Gather, analyze, and interpret information and data for Advocate Team volume and productivity, by studying business functions, speaking with individuals, and using analytics, research methodologies, and statistical techniques.
• Create reports, specifications, instructions, and flowcharts to effectively communicate analyses, trends, and recommendations to operational teams and business leaders for maximizing Advocate Team staffing, meeting optimal service levels and abandonment rates.
• Create detailed business analysis, addressing problems, solutions and opportunities for the Customer Care Department.
• Analyze and present trend analysis in a clear and concise manner to senior leaders verbally and with graphical representation as needed.
• Complete interval level forecasting and optimal schedule analysis.
• Provide training, oversight and coaching to Specialists as needed.
• Develop optimal schedules for new hires.
• Perform adjustments, maintain daily logs, and monitor advocate/team member adherence to schedule.
• Plans departmental offsites and events.
• Manage annual PTO allocations for multiple lines of business.
• Communicate with management when the volume is low and redirect employees to work on other activities to ensure productivity and daily goals are achieved.
• Generate daily, weekly, and monthly reporting for the Advocate Team (and leadership).

What the job requires:

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

• Bachelors Degree Preferred
• High School Diploma or GED Equivalent Required
• Advanced analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy.
• Strong experience with Microsoft Office, Google Suite, and database management systems.
• Ability to communicate and interact with others effectively in a professional, courteous manner.
• Ability to work flexible hours.
• Ability to read, write, speak, and understand English
• Ability to work in an office environment, with extensive use of computers.
• Ability to pay strong attention to detail.
• Ability to multitask and prioritize effectively.
• Strong understanding of regulatory and reporting requirements
• Ability to perform the job safely

Other requirements

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

• Must be able to read, write, speak, and understand English.

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal Stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note 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.