Workforce Management Specialist

Job Overview

Drive Time Family of Brands operates in auto financing and servicing through Bridgecrest, one of the country’s leading financial servicing providers. 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.

• Leverage collections and contact center data to analyze strategies, recommend improvements, and identify defects or areas of concern.
• Act as a liaison to Contact Center leadership, supporting the implementation of call, email, and SMS routing strategies, and providing post‑deployment volume trend analysis.
• Collaborate closely with lines of business to meet service level objectives while ensuring consistent, accurate reporting and compliance across all contact center groups.
• Monitor inbound and outbound associate performance and provide actionable recommendations to support operational success.
• Proactively identify opportunities to implement new workforce strategies across all areas of the contact center.
• Ensure the integrity and 100% accuracy of all reports distributed by the Contact Center Analyst team.
• Support projects, initiatives, and ad‑hoc data extrapolation requests from Contact Center Leadership.
• Serve as a subject‑matter expert (SME) for scheduling across onshore and offshore lines of business.

• 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.
• 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.
• Proactive problem‑solver who identifies issues and drives effective solutions.
• Collaborative team player who contributes to a high‑performing, supportive team environment.
• 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.
• Nice to have:
  Experience with Genesys Cloud, working knowledge of SQL, Snowflake, or Python, and experience building reports in Sigma.

• Medical, dental, and vision coverage with a sizable portion of premiums covered by the company.
• 401(K) retirement plan.
• Company‑paid life insurance policy.
• Short‑ and long‑term disability coverage.
• Tuition reimbursement.
• Wellness program with coaching, incentives, and discounts on medical premiums.
• Paid time off, including wellness days and holidays for full‑time roles; part‑timers can accrue vacation time.
• Employee engagement activities: game rooms, company outings, and social events.

Background and drug screening is required. Drive Time is a drug‑free, tobacco‑free workplace and an Equal Opportunity Employer.