Workforce Management Team Lead
Company: DriveTime Automotive Group, Inc.
Posted on: November 19, 2021
DriveTime Needs a Team Lead, WFM Omnichannel
Headquartered in Tempe, Arizona, DriveTime is the largest privately
owned used car sales and finance company in the country! With more
than 130 dealerships, 3 operations centers and 15 reconditioning
centers across the nation, our 4,000+ employees are focused on
getting the right customer in the right car, at the right terms. -
With over 25 years of industry experience, and our dedication to
streamlining the purchase process, we're redefining what it means
to buy and finance a used car.
As focused as we are on our customer, we take that same focus on
finding the right talent for the right opportunities within our
organization. - Across the nation, from our home office and
operations centers to our retail locations and reconditioning
centers, we are looking for talented individuals like yourself to
join our ever-growing team!
That's Nice, But What's the Job?
In short, as a Team Lead, WFM Omnichannel , you will be responsible
for applying defined best practices and procedures to design,
implement, build, test, document, and support the configuration of
our tools and integrated systems in order to support business
strategies and objectives.
In long, our Team Lead, WFM Omnichannel are responsible for:
Provide enhancement and ongoing support for system administration
to quickly resolve issues with contact center systems.
Develop reporting tools to track efficiency and customer experience
with contact center systems.
Coordinate with Operations team that utilize Genesys to ensure
Assist with implementation of new systems as needed to support
evolving processes and critically evaluate our use of systems with
a view to improving global efficiency.
Conduct internal system tests, measuring the systems ability to
quickly and accurately manage different scenarios of varying
Plan and prepare flowcharts and other visual aids to demonstrate
call handling and organization, providing maximum information
resources in the shortest possible call time.
Facilitate and conduct live customer testing; monitors results and
identifies needed modifications and improvements.
Be able to analyze intraday performance and make system adjustments
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
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.
Agile in a fast-paced environment. We move, and we move quickly.
Thriving in an environment that never stops, is a must.
Strategic thinker. We are looking for an individual that takes an
insightful, future oriented, open-minded and proactive approach to
2+ years of work experience in a Contact Center environment.
Proficient in Microsoft Applications.
Experience working on Dialer plateforms i.e. Genesys, Aspect,
2+ years of management experience
Nice to Haves.
Bachelor's degree or equivalent experience.
Advanced Excel skills required
Experience forecasting and scheduling in a Contact Center
Knowledge of workforce management software
Anything Else? - Absolutely.
DriveTime was awarded Top Companies to Work for in AZ by
AZCentral.com for our great culture and one of the Best Places to
Work in IT as awarded by PBJ. - Essentially we offer a creative,
transparent and fun environment since, well, we work here too. -
DriveTime was also voted the Fastest-Growing Private Companies by
Inc 5000, and we aren't slowing down anytime soon!
So What About the Perks? - Perks matter.
Medical, Dental and Vision. DriveTime pays a nice chunk of your
premiums to keep the cost as low as possible for our employees.
16 days of PTO and 6 paid Holidays. Because who doesn't love time
Benefits like 401(k), company paid life insurance, short and
Casual Dress. Come dressed in jeans (you'll fit right in with the
rest of us).
Game Room . Gimme a break - no, not a Kit Kat ad but we do have a
ping-pong table, pool table and Virtual Reality if you ever need a
break in your day.
Wellness Program and In-House Gym. We want our employees to be the
best versions of themselves. That's why we offer a Wellness Program
that includes an in-house gym, B12 shots, teeth cleanings,
biometric screenings and much more!
Growth opportunities . DriveTime takes a lot of pride in promoting
from within. We have spent the last 14 years growing our team
members and taking them on the path to owning their
Keywords: DriveTime Automotive Group, Inc., Mesa , Workforce Management Team Lead, Executive , Mesa, Arizona
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