As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company, which also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, services customers at more than 650 state-of-the-art locations in 38 states across the U.S. Crash Champions was founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert. For more than 25 years, our vision has been anchored by the belief that delivering superior collision repair service is about People First. Welcome to Crash Champions. We Champion People. 

JOB PURPOSE: This leadership role is responsible for optimizing resource allocation to meet Customer Experience Center (CXC) service level targets. The ideal candidate is highly analytical, detail-oriented, and thrives in a fast-paced environment. Strong communication skills and the ability to collaborate with cross-functional teams are essential. This role also provides leadership, development, and oversight to the CXC Workforce Management (WFM) team.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Lead, mentor, and develop the WFM team, ensuring alignment with business objectives.
• Forecast omnichannel volumes and staffing requirements based on historical data, trends, and business needs.
• Manage and monitor overtime to ensure adequate coverage while optimizing costs.
• Create and maintain accurate staffing schedules to meet service level targets.
• Track real-time adherence to schedules, making adjustments as needed to enhance productivity.
• Analyze omnichannel data and provide insights to improve efficiency, cost management, and overall performance.
• Collaborate with CXC leadership to address staffing gaps and operational challenges.
• Maintain effective communication with teammates, providing timely updates on schedules and changes.
• Ensure workforce management systems and tools are up to date and accurate.
• Evaluate forecasting models, scheduling methodologies, and WFM processes to drive continuous improvement.
• Stay informed on industry trends and best practices to enhance omnichannel workforce management.
• Support the training and development of WFM teammates to build a high-performing team.

QUALIFICATIONS:

• High school diploma or GED required; a bachelor’s degree in Business Administration, Statistics, or a related field preferred.
• 4+ years of workforce management experience in a contact center, preferably within an omnichannel environment; may be substituted by CEA Senior Level under the CXC Career Progression Model.
• Proven experience managing or coaching teams, with the ability to mentor and develop workforce management professionals.
• Proficiency in workforce management software (e.g., Avaya, Genesys, Verint, Five9) for forecasting and scheduling.
• Strong analytical skills, with the ability to interpret data, identify trends, and drive operational improvements.
• Excellent organizational and time management skills, with the ability to prioritize tasks in a fast-paced environment.
• Ability to work flexible hours, including evenings and weekends as needed.
• Effective verbal and written communication skills, with the ability to convey complex information clearly.
• Proficiency in Microsoft Excel (including pivot tables, advanced formulas, and data analysis); Power BI experience preferred.
• Adaptability and problem-solving mindset, with the ability to adjust staffing plans in response to business needs.
• Self-motivated and able to work independently with minimal supervision.
• Understanding of contact center operations and industry metrics (e.g., service level, average handle time, occupancy, and omnichannel performance) preferred.

This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills. You may be asked by your supervisor or managers to perform other duties.  Your performance will be evaluated in part based upon your performance of the job duties listed in this job description, as well as any job duties not specifically listed above that you may be asked from time to time to perform. The Company has the right to revise this job description at any time.

Crash Champions is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans’ status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

The Company offers the following benefits for this position, subject to applicable eligibility requirements and annual updates:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Crash From Crash”)
• 5 Paid Holidays

We are committed to providing competitive compensation for this role. The actual offer will be based on various factors, including but not limited to: job related knowledge, skills, experience, relevant certifications and qualifications.

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