Specialist, Workforce Management

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 $17 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?

This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship now or in the future are not eligible for hire at this time.

BridgeCrest Needs a Workforce Management Specialist

In short, as a Workforce Management Specialist, you will assist in the company's workforce planning, scheduling, real-time adherence and analysis plans for customer contact strategies across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources.

In long, our Workforce Management Specialist are responsible for:

• Leveraging the collections data to analyze strategies, recommend improvements, and identify defects and/or areas for concern.
• Serving as the liaison to Contact Center leadership to help implement new call, e-mail, and SMS routing strategies.
• Monitoring closely with the lines of business and the rest of the strategy team to meet service level objectives and ensure the consistent, accurate reporting and compliance within all contact center groups.
• Monitoring outbound and inbound associate performance and offers recommendations in support of all groups.
• Proactively working with all areas of the contact center to identify opportunities to apply new workforce strategies.
• Ensuring the integrity and 100% accuracy of all reports distributed from the Contact Center Analyst Team.
• Working on activities, projects, and requests for data extrapolation as requested by Contact Center Leadership.
• Providing workforce management solutions for the contact center.

So What Kind of Folks Are We Looking for?

• Killer analytical and reporting abilities. You’ll need the capability to analyze data and in return, prepare timely reports on your findings.
• Works well in a time crunch. There will be multiple time sensitive requirements and you’ll need the ability to meet deliverable due dates.
• Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
• Fantastic problem solver. Your job is not only to find the problem, but more importantly, find the solution.
• Plays well with others. You will be working in a high-functioning team environment. We work together in order to win together.
• Intellectual curiosity. Why? What? How? Do you find yourself always wanting to learn more and broaden your knowledge base? If so, this could be the role for you!
• Organization and time management skills in spades. You’ll be handling multiple projects and deadlines that will require you to prioritize then re-prioritize… then… re-prioritize again.
• A mind for the details. Okay we know “detail-oriented” is on about every job description – but we really mean it! 

The Specifics.

• 1+ years of work experience in a Contact Center environment.
• Proficient in Microsoft Applications.
• Experience forecasting and scheduling in a Contact Center environment.

Nice to Haves.

• Prior Genesys Cloud platform experience within a contact center
• Bachelor’s degree or equivalent experience.
• SQL, snowflake, or python skills.
• Experience creating reports in Tableau.

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!