Job Description

Our Opportunity

As a CS Workforce Specialist III, you will be responsible for analyzing and coordinating operational performance and progression metrics in the call centers by applying workforce management systems and standardized protocols to ensure each component combines seamlessly for all partners. Additionally, you may be assigned a focus in Time Operations, Command Center, and/or Profile & Roster Management wholly or in tandem with other peers and partners. This role is responsible for measuring performance and progression of metrics as well as ensuring each component or function of Workforce Management works together in a seamless fashion for all teammates. This position is a Hybrid role out of either our Louisville, KY, or Pittston, PA locations.

Why You'll Love Working Here!

Safety, Health, and Culture are top priorities at Chewy Pharmacy with all our roles and locations. We offer the following benefits for our team:

• We have a climate-controlled environment
• Employee 20% Discount Program at Chewy for all your pet needs
• Team building events and company-sponsored luncheons
• Career growth and promotion opportunities!
• Insurance eligibility on the 1st of the Month

What You'll Do:

• Actively perform RTA1, RTA2, and Time Ops Duties as needed.
• Perform audits for RTA1, RTA2, & Time Ops performance reports for completion, timeliness and accuracy.
• Coordinate countermeasures to minimize planning variances of Chewy customer service including making suggestions on allocation of resources, priority of volume and channel, engaging reserve teams to improve customer experience and service levels.
• Provide synopsis, root cause, and suggested action plan for trouble shooting performance activities to senior contact center leadership.
• Lead all aspects of real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and calls out to appropriate internal and external teams when needed.
• Ensure data Integrity and update supported data bases with an expert understanding of data management, workforce, contact center operations principles.
• Support effective processing of Time Operations, Command Center, Profile & Roster Management and Partner closely with operations
• Reviews reporting and communications to ensure accuracy and clarity
• Monitor and drive effective, clear requests and communications in customer service channels including reporting, text, alerts, bridges, and chats
• Deliver insights, outcomes and analysis through in written, numeric and visual formats
• Lead morning call performance review and upcoming outlook to improve customer service responsiveness, preparation, and communications.
• Provide Audits, root-cause analysis, and feedback to reduce defects for Time Operations, Command Center, Profile & Roster Management.
• Propose and implement ongoing innovations and improvements to Workforce Management processes.
• Complete additional projects, duties, and assignments as directed.
• Other duties as assigned.

What You'll Need:

• 4+ years customer service experience
• 1+ years supervisory or management experience
• 2+ years working with WFM teams or processes in a Contact Center
• 2+ years' experience with Workforce Management platform (e.g. Kronos, Verint, IEX, etc.)
• Expert understanding of the concepts of contact center demand workload, staffing, and scheduling
• Confident making decisions in ambiguous situations without specific direction on how to reach a solution
• Proficient in Microsoft Office Suite, including manipulating data, crafting reports, visualizations, and presentations from scratch
• Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging
• Ability to maintain confidentiality of sensitive information
• Flexibility to participate in a schedule required to support a 24x7 contact center
• Ability to make agile judgement decisions based on changing contact center performance conditions

Bonus:

• Advanced experience in data management SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

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