Chewy, America's #1 Pet Pharmacy, is seeking a Workforce Specialist I to join our outstanding Pharmacy Customer Service team in Louisville, KY! We are looking for team oriented analytical minds who desire to learn and improve the processes and workflows that our organization runs on. This role is an entry level individual contributor that supports CS Operations through a combination of Profile, Seating & Roster Management, Service Avoidance Analysis, Team Member Experience, and support as well as learning the fundamentals of real time performance management. The primary partners are other members of the wider Workforce Management and Capacity Planning Team, operations leaders including but not limited to Leads, Area Managers, Ops Leaders and above, Pharmacist Partners as well as Team Members. We offer competitive benefits, personal and leadership development programs with rapid career growth potential, and many Team Member incentives.
As a Real-Time Analyst I (RTA I), you will play a foundational role in supporting day-to-day service delivery for both inbound contact center operations and back-office workflows. You will monitor real-time performance, complete schedule adjustments, and provide frontline data to ensure timely and efficient service to customers and internal partners. This role is ideal for someone with good attention to detail, a proactive attitude, and a passion for workforce operations.
Why you'll love working here:
- Competitive benefits and personal and leadership development programs to support your career growth
- Employee 20% discount program at Chewy for all your pet needs
- We have a culture of belonging where you will feel valued for your skills and contributions and be recognized for your dedication and hard work.
- We'll empower you to build, grow, and unleash your full potential
What You'll Do:
- Monitor real-time performance for inbound phone, chat, and back-office queues using NICE, Genesys, and homegrown tools.
- Track schedule alignment, queue volumes, and service level performance; identify variances and call out as needed.
- Input schedule exceptions into NICE and collaborate with the Scheduler on coverage impacts.
- Communicate real-time alerts (high volume, underperformance, outages) to operations leaders and recommend immediate actions.
- Assist with daily performance reporting and documentation of intraday decisions.
- Participate in huddles with operations and RTA peers to stay aligned on performance goals and intraday strategy.
- Conduct entry-level data analysis to highlight trends in alignment, volume spikes, or unplanned outages.
- Support VTO/VET execution and logging in coordination with RTA II and RTA III.
- Other duties as assigned
What You'll Need:
- Bachelor's degree or equivalent experience in customer service, operations, business, or analytics.
- 0-1 year of experience in a contact center or service operations environment.
- Familiarity with workforce metrics such as SL, AHT, TPH, alignment, and shrinkage.
- Basic Excel skills (lookups, filtering, data entry); comfortable navigating dashboards.
- Good communication skills, with the ability to deliver timely, concise updates.
- Attention to Detail: Accurately track and enter data to support real-time decision-making.
- Proactive Communication: Share relevant updates and call out performance risks in a timely manner.
- Team Collaboration: Work closely with RTA peers, operations, and scheduling to align support strategies.
- Analytical Thinking: Identify performance trends and articulate patterns in queue behavior.
Preferred Qualifications
- Exposure to workforce platforms (NICE, Genesys, Oracle, Tableau).
- Understanding of multi-channel support operations (phone + back-office).
- Interest in workforce analytics, operations strategy, or performance management.
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 [email protected].
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What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Employees engage in a combination of remote and on-site work.
