Workforce Management Specialist

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.

Leverage Your Skills

• 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
• Maintaining and 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
• Serving as a subject matter expert (SME) for scheduling across onshore and offshore lines of business

Qualify for the Role

• 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 Have

• Experience with Genesys Cloud within a contact center environment
• Working knowledge of SQL, Snowflake, or Python
• Experience building reports in Sigma

Perks

• Medical, dental, and vision insurance
• 401(k)
• Company-paid life insurance policy
• Short and long-term disability coverage
• Growth Opportunities
• Tuition reimbursement
• Wellness Program
• Gratitude is Green
• Game room
• In-house gym
• Social events
• Paid time off

Why DriveTime?

• Great Place to Work Certified
• Best Company for Diversity
• Best Company Culture
• Best Company Leadership
• Healthiest Employers

Hiring Information

• 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