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Workforce Management Analyst

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%)


Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

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