Guest Experience Center – Work Force Analyst in Lowell, NC at Sonic Automotive

Date Posted: 5/12/2023

Job Snapshot

Employee Type: Full-time
Location: 109 Kenworthy Avenue
Lowell, NC 28098
Job Type: Sales
Experience: Associate


Sonic Automotive is revolutionizing the automotive buying and servicing experience – one Happy Customer at a time. Our customers love their cars and as a Workforce analyst for our Guest Experience Center, you will play an integral role in the scheduling and monitoring of our GEC agents to ensure we provide an exceptional guest experience.  Sonic Automotive believes that Customer Satisfaction begins with Associate Satisfaction –and that means You!  

This is a full time, work from home remote position. 

You must reside within a 60 min drive from an existing Sonic Automotive or Echo Park Dealership. 

Salary: $48,000 annually 

Job Description

We are seeking a highly skilled and detail-oriented Workforce Analyst to join our team. The ideal candidate will be responsible for maintaining workforce management strategies to ensure optimal staffing levels across multiple teams and time zones. The Workforce Analyst will work with the Workforce Manager to drive operational efficiency, meet performance metrics, and improve overall business outcomes.

Duties and Responsibilities:

  • Develop and maintain accurate forecasting models based on historical data to ensure adequate staffing levels are in place
  • Monitor call volume and agents in real-time to address any adherence issues
  • Analyze performance data to identify trends and make recommendations for process improvements
  • Work with the Workforce manager to develop staffing plans and schedules
  • Schedule training needs and ensure effective use of resources are made daily
  • Prepare and deliver reports on a regular basis, including analysis of performance trends and recommendations for improvement
  • Enter agent exceptions daily into the workforce management system.
  • Analyze call volume patterns to manage breaks and lunches


  • 1-2 years of experience in workforce planning/scheduling preferred, preferably in a contact center environment
  • Previous experience with scheduling for multiple teams and time zones
  • Experience with Verint or related workforce management systems, including proficiency in creating and maintaining schedules, forecasting, and reporting
  • Demonstrated ability to work with large sets of data, identify trends, and make data-driven decisions
  • Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
  • Intermediate knowledge of Microsoft Excel

Additional information

If you are passionate about workforce management and have the necessary skills and experience, we encourage you to apply for this exciting opportunity.

It's time to make the most important move of your career.  From our cooperative, team-based approach, to our more internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.

All your information will be kept confidential according to EEO guidelines.

Apply Now