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.
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
- 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 [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
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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Chewy Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
