Chewy, the fastest growing e-commerce retail businesses and Pet Pharmacy in the United States today, is seeking a Customer Service Workforce Specialist II who is hard-working, analytical, and can think creatively. This role is here at our Louisville, KY site and this individual contributor supports Pharmacy Operations through a combination of Queue Management, Real Time Analysis (RTA), Service Avoidance Analysis, and real time performance management to ensure Service Level Agreements (SLAs). The primary collaborators are other members of the wider Workforce Management and Capacity Planning Team, Human Resources Team, Operations Leadership, and most importantly our Chewy Pharmacy Team Members.
Are you read to lead the pack? Our team looks forward to speaking with you!
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 :
- 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:
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to improve resource efficiency and achieve service level goals and other business objectives
- demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of efficient schedules and real-time and intraday management to support a multi-department contact center operations
- Supervise queues & schedule staffing, plan seating capacity for shifts, communicate overtime and time off needs
- Manage, track and report on operational performance & business metrics
- Partner with Pharmacy Operations teams to achieve service level goals and business objectives for a multi-site operation
- Maintain constant communication with Pharmacy Operations teams to coordinate needed staffing adjustments based on current and forecasted results
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
- Generate and evaluate staffing schedules and ensures data updates into scheduling system
- Compares results to forecast and find opportunities for improvement
- Provide periodic (Daily/Weekly/Monthly) performance reports to leadership
- Other duties as assigned
What You'll Need:
- Minimum of 1 year of experience performing WFM functions (specifically real-time management and/or scheduling) in a multi-department and/or multi-site contact center environment required
- Proven proficiency working with and manipulating data, crafting reports, visualizations and presentations from scratch
- Functional knowledge of WFM software and platforms (NICE IEX, Calabrio, Verint, etc.) that includes real-time adherence preferred
- Understanding of overall operational activities including phone, email, chat, back office work item processing, and social media support
- Must have an excellent understanding of Excel and other Windows based programs (Word, PowerPoint, etc.), with the capacity to prioritize/analyze data in a structured manner.
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 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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