{"id":3430156,"url":"https://alion.io/job/carvana-specialist-workforce-management","title":"Specialist, Workforce Management","company":{"id":4008,"name":"Carvana","domain":"carvana.com","url":"https://alion.io/company/carvana","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":289,"ghost_share":0,"stale_share":0.841,"repost_share":0.007,"time_to_fill_p50_days":29,"computed_at":"2026-11-02T06:13:15Z"}},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tempe, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":61000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1938},"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T21:38:39Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-02T17:22:12Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"SPECIALIST, WORKFORCE MANAGEMENT\nAbout Carvana\n Our mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. Here atCarvanawe are passionate about delivering exceptional service to every customer! After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!\nAbout the team and position\n The Specialist, Workforce Management will be responsible for monitoring the Care Centers customer experience through real-time and scheduling best practices. The ideal candidate will be able to support a high-performing Customer Advocate team through understanding operational metrics and optimizing the customer experience. \nWhat you’ll be doing\nInterpreting data and making staffing recommendations to improve schedule efficiency.\nMonitoring call volume and queue performance to achieve ASA/Service Level goals.\nProducing reports according to deadlines, including but not limited to: attendance, intraday/end of day performance, and other ad hoc reports as assigned.\nGenerating, analyzing, and optimizing schedules on a weekly basis to support the business initiatives such as training, coaching, team meetings, etc.\nManaging time off, VTO, and OT allocations to align with business needs.\nDeveloping strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.\nOther duties as assigned.\nWhat you should have\nHigh School Diploma, GED, or equivalent education required.\nBachelor’s Degree preferred.\nExperience in Aspect, IEX, Verint Impact 360 or other WFM applications.\nStrong organizational skills with acute attention to detail .\nSuperior interpersonal skills with the ability to communicate clearly and concisely, across and up the organization.\nReliable deadline and task management skills.\nAbility to diagnose, solve problems, and present findings to leadership.\nExperience working with all levels of management. \nAbility to execute under pressure in a fast-paced team environment.\nEnthusiasm and energy to contribute to and thrive in a rapidly growing atmosphere where roles continually adapt as the company evolves.\nIt would be great if you also had\n1+ years Workforce Management experience in a large, 500+ agent, multi-site/multi-channel contact center environment \nIn-depth understanding of Carvana’s customer experience process and procedures\nProject management experience \n1+ year Aspect software administration experience\n1+ year InContact software experience\nBachelor Degree in Finance, Statistics, or other related fields \nWhat we’ll offer in return\nFull-Time Hourly Position with competitive wages\nMedical, Dental, and Vision benefits\n401K with company match\nA multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more\nA great wellness program to keep you healthy and happy both physically and mentally\nAccess to opportunities to expand your skill set and share your knowledge with others across the organization\nA company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development\nA seat in one of the fastest-growing companies in the country\nOther requirements\n To be able to do your job at Carvana, there are some basic requirements we want to share with you.\nMust be able to read, write, speak and understand English.\nWe’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. \nLegal stuff\n Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.\nCarvana 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.\nPlease 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. 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