Workforce Analyst

Remote Position - USA

About US

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit www.cdkglobal.com

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities.Our values: Stay Curious, Own It, Be Open, Create Possibilities

Job Summary

The Workforce Analyst is a motivated, team-oriented professional who collaborates closely with Sr. Workflow Analysts, support team leaders, and employees to align resources across channels, monitor multi-channel workload flow, and respond to changing business patterns. The goal is to position CDK to deliver an effortless customer support experience.

The primary responsibilities include supporting Workforce Optimization (WFO) by administrating junior intra-day scheduling tasks in Verint WFM and QM, processing time-off and coaching module requests, and balancing resources to meet Support KPIs. This role is empowered to make informed decisions that enhance operational efficiency and align with business objectives.

Responsibilities

• Monitor and manage queue alerts in Five9 Supervisor Plus, ensuring Service Level performance targets are met.

• Recognize and respond to spikes in volume, adjusting resources and skilling as needed.

• Monitor inbound call queues, chats and aging cases prioritizing staffing appropriately .

• Collaborate with Sr. Workforce Analysts and managers to address resource adjustments for fluctuating volume.

• Develop proactive plans to address observed patterns in workload, recommending innovative adjustments.

• Monitor workload elements, including volume, AHT, and shrinkage, to ensure alignment with the plan.

• Identify and address real-time agent compliance issues, escalating as necessary.

• Update schedules and WFM system plans in real time to adapt to business needs.

• Review daily forecast vs. actual workload trends and report outages as needed.

• Maintain strong relationships with operational supervisors and leaders to identify improvement opportunities.

• Develop and maintain schedules on a smaller scale, calibrating with Sr Workforce Analysts and performing gap analysis weekly

Qualifications

• Proficiency in Microsoft Office and basic data analysis for workforce planning.

• Strong written and verbal communication skills, with the ability to negotiate effectively.

• Proven ability to solve problems, analyze situations, and make sound recommendations.

• Self-motivated with the ability to achieve goals with minimal supervision.

• Focused on process improvement to enhance team and company efficiency.

• Detail-oriented with a commitment to accuracy and excellence.

• Thrives in a fast-paced, team-oriented environment and manages stress effectively.

• Demonstrates a strong desire to learn and a proactive approach to responsibilities.

Preferred Qualifications

• 1+ year of Workforce Management experience, including time-off management and scheduling.

• Experience with Verint, Five9, or similar WFM/WFO tools.

• Familiarity with Quality Management, speech/text analytics, and performance management.

• Automotive dealership experience is a plus.

• Basic understanding of telecommunication technologies (ACD, IVR).

• High school diploma or GED required.

Salary Range: $54,000 - $68,000

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.  The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.