CARMAX Sr. Analyst, Workforce Management in Richmond, Virginia
8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238
CarMax, the way your career should be!
Create a world-class omni-channel experience
At CarMax, we continue to disrupt our industry by empowering customers to buy a car on their own terms. As Sr. Analyst – Workforce Management you will be at the forefront of this process, examining WFM data and taking a holistic view of contact center management. Working to create a seamless process for our customers and associates, you will utilize data to forecast, staff, and schedule our team. Overall, you will have a direct impact on improving the performance of our business and ensuring customers can buy the vehicles they want in a way that’s right for them.
What you will do – Essential responsibilities
Support our sales contact center through all workforce management processes to ensure an unrivaled customer experience
Serve as WFM Liaison to one or more sites, being direct point-of-contact for Sr. Managers and preparing reporting and presentation materials to monitor and drive performance
Leverage core and support systems/processes to drive WFM execution and continuous improvement, including implementation of process controls to ensure consistency
Assist with Mentoring and ongoing Training of WFM Analysts to drive overall team effectiveness an engagement
Continuously maintain advanced WFM systems and conceptual knowledge based on the ever-changing technology and routing landscape in the CECs
Participate in Projects including ad-hoc initiatives to large-scale CEC projects, such as system implementations and large-scale CEC Footprint optimization
Develop and optimize WFM processes and unleash technology in partnership with department Management
Transform the customer experience
You’re ready to stretch yourself and others by delivering workforce management solutions that enhance business value. Your strong communication skills will help you act as the central point of contact between the center, other centers and the Home Office. Your understanding of workforce management processes means you balance customer needs with business goals and have the capability and ambition to problem solve and deliver results across the organization.
Qualifications and requirements
College degree in business or a quantitative discipline preferred
3+ years contact center workforce management, operations analyst, or similar experience preferred
3+ years operations support, process and/or project management experience preferred
Experience of computer-based applications, Microsoft Office (Excel, PowerPoint, Access) required
Experience in SQL for data manipulation, analysis and automation required.
Experience developing reporting in PowerBI, SSRS and Tableau preferred.
Experience in Python or R for data manipulation, analysis, and automation a plus.
Minimal travel may be required (0-10%)
CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.