Our Opportunity:
The CS Workforce Specialist role is an individual contributor that supports CS Operations through a highly accurate agent record administration to ensure alignment with HR, WFM, and operational policies related to organization assignments, workforce management profile management, skilling, Payroll/Time Punch, Attendance Operations, and Time Off Operations.
What you'll do:
- Process and maintain records of agent moves, adds, terms, or changes including alignment of skills to ensure appropriate work delivered to the right team member with a high degree of accuracy
- Complete weekly payroll / timecard intake, audit process, validation of badge swipes, missed punch exceptions, and publication to corporate payroll team with a high degree of accuracy in alignment to HR/payroll policies.
- Administration of time off requests for time off. Precise administration of the approval processes including generation of available time based on capacity thresholds, response time on requests, and appropriate communication on approval/denial of requests
- Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, appropriate notification and occurrence reporting.
- Support timely and accurate responses to inquiries from site management and agents regarding agent activities and records.
- Comply with all company policies and procedures to process agent request, profiles, and administration.
- Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
- Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
- Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
- Be an ambassador of the spirit and intent of the Chewy Operating Principles
- Commit to learning and developing yourself to better Chewy as a whole!
- Learn to Execute the Fundamentals of Real Time Management
- Support other assignments as directed
What you'll need:
- 1+ years of experience working in a Customer Service Department, and/or 1+ years of experience in payroll systems or data entry.
- Maintain a sense of ownership, be a self-starter, and have a strong attention to detail.
- Basic understanding of the concepts of contact center demand workload, staffing, and scheduling.
- Comfort with primarily a repetitive processing workload.
- Must bring proven ability to maintain confidentiality and secure sensitive information
- Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to frontline Leadership.
- Good with Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
- Ability to work independently and meet deadlines in a multi-task and perform well in a fast-paced and changing environment
Bonus:
- 1+ Years' experience with Payroll and WFM platforms (i.e., Kronos or NICE)
- Proficient in data management -Tableau, Excel: macros, pivot tables, pivot charts
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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.
If you have a question regarding your application, please contact HR@chewy.com.
To access Chewy's Customer Privacy Policy, please click here. 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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Employees engage in a combination of remote and on-site work.
