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Analyst II, Workforce Management

Company: carmax
Location: Olathe
Posted on: July 14, 2019

Job Description:

7972 - Kansas City CEC - 17300 W. 119th Street, Olathe, Kansas, 66061

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 Analyst II - 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
  • Collaborate with Home Office and Field associates to facilitate necessary actions and information sharing for WFM execution to help provide iconic experiences
  • Leverage core and support systems/processes to drive WFM execution and continuous improvement


    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
    • 3-5 years contact center workforce management, operations analyst, or similar experience preferred
    • 1-3 years operations support, process and/or project management experience a plus
    • Proficiency with industry leading workforce management software
    • Proficiency with Microsoft Word, PowerPoint and Excel
    • Minimal travel may be required (0-10%)


      About CarMax

      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 ForĀ®.

      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 .

      If you have technical problems when submitting your application, please contact us by phone (888) 922-7629 ext. 3888 or email recruiting_net@carmax.com.

Keywords: carmax, Olathe , Analyst II, Workforce Management, Executive , Olathe, Kansas

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