Our Opportunity
Chewy, the fastest growing e-commerce retail businesses and Pet Pharmacy in the United States today, is seeking a Customer Service Workforce Specialist II the role is Located in Louisville, KY, or Pittston, PA. Seeking someone who is hard-working, analytical, and can think creatively. 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 solid 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].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- Minimum of 1 year of experience performing WFM functions in a multi-department contact center
- Proven proficiency working with and manipulating data to create reports, visualizations, and presentations.
- Functional knowledge of WFM software and platforms preferred.
- Understanding of operational activities including phone, email, chat, and social media support.
- Excellent understanding of Excel and Windows based programs.
What the Team is Saying
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
