Analyst, Workforce Management
Company: Carvana
Location: Tempe
Posted on: February 16, 2026
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Job Description:
Job Description Job Description Analyst, Workforce Management
Position Overview: This is an individual contributor role
responsible for providing keen insights to assist with short and
long-term strategic planning, business-making and resource
alignment with the Customer Care Department business objectives.
This position focuses on Customer Care issues, evaluating and
improving performance metrics, and presenting findings to
leadership. This position is not visa eligible. What you'll be
doing: Gather, analyze, and interpret information and data for
Advocate Team volume and productivity, by studying business
functions, speaking with individuals, and using analytics, research
methodologies, and statistical techniques. Create reports,
specifications, instructions, and flowcharts to effectively
communicate analyses, trends, and recommendations to operational
teams and business leaders for maximizing Advocate Team staffing,
meeting optimal service levels and abandonment rates. Create
detailed business analysis, addressing problems, solutions and
opportunities for the Customer Care Department. Create reports in
Sigma using data from various sources and data points. Analyze and
present trend analysis in a clear and concise manner to senior
leaders verbally and with graphical representation as needed.
Complete interval level forecasting and optimal schedule analysis.
Provide training, oversight and coaching to Specialists as needed.
Develop optimal schedules for new hires. Perform adjustments,
maintain daily logs, and monitor advocate/team member adherence to
schedule. Plans departmental offsites and events. Manage annual PTO
allocations for multiple lines of business. Communicate with
management when the volume is low and redirect employees to work on
other activities to ensure productivity and daily goals are
achieved. Generate daily, weekly, and monthly reporting for the
Advocate Team (and leadership). What the job requires: To be able
to do your job at Carvana, there are some basic requirements we
want to share with you. Bachelors Degree Preferred High School
Diploma or GED Equivalent Required Advanced analytical skills with
experience collecting, organizing, analyzing, and disseminating
abundant information with accuracy. Strong experience with
Microsoft Office, Google Suite, and database management systems.
Ability to communicate and interact with others effectively in a
professional, courteous manner. Ability to work flexible hours.
Ability to read, write, speak, and understand English Ability to
work in an office environment, with extensive use of computers.
Ability to pay strong attention to detail. Ability to multitask and
prioritize effectively. Strong understanding of regulatory and
reporting requirements Ability to perform the job safely This job
description is not designed to contain a comprehensive listing of
activities, duties, or responsibilities that are required of the
employee for this job. Duties, responsibilities, and activities may
change at any time with or without notice.
Keywords: Carvana, Peoria , Analyst, Workforce Management, IT / Software / Systems , Tempe, Arizona
