Chewy
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Hybrid

CS Workforce Specialist III

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Our Opportunity:

The CS Workforce Specialist III role is an intermediate level individual contributor, responsible for analyzing and administering operational performance in the call centers utilizing workforce management systems and standardized protocols to maximize the ability for customer service to achieve the business objectives for our customers.  The role may be assigned a focus in Time Operations, Command Center, Profile & Roster Management wholly or in tandem with other peers and stakeholders.  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 stakeholders.  Driving continuous process improvement for the workforce management system, protocols, reporting, and communications including, but not limited to, assuring data integrity, updating the data bases supported.  RTA 3 has an expert understanding of data, workforce, contact center operations principles.  This role may be chosen to work on ad hoc projects focused on systems, protocols, and reporting functionalities.  

What you'll do:

  • Actively perform RTA1, RTA2, and Time Ops Duties as needed.
  • Audits for RTA1, RTA2, & Time Ops performance report for completion, timeliness and accuracy.
  • Oversee 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 maximize customer experience and service levels.
  • Provide synopsis, root cause, and suggested action plan for trouble shooting performance activities to senior contact center leadership
  • Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed
  • Support effective processing of Time Operations, Command Center, Profile & Roster Management.
  • Reviews reporting and communications to ensure accuracy and clarity
  • Monitor and drive effectiveness and clarity of requests and communications channels in customer service including reporting, text, alerts, bridges, and chats
  • Partners closely with operational stakeholders.
  • Delivers insights, outcomes and analysis through in written, numeric and visual formats
  • Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
  • Provide Audits, root-cause analysis, and feedback to reduce defects for Time Operations, Command Center, Profile & Roster Management.
  • Identify other projects, duties and assignments as directed.

What you'll need:

  • 3-4 years customer service experience with at least 1 year with supervisory or management experience.
  • 2+ years working with Workforce Management teams or processes in a Contact Center. 
  • 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
  • Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations and presentations from scratch
  • 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.
  • 1-2 years’ experience with Workforce Management platform is recommended (i.e. Verint or IEX)

Bonus:

  • Bonus: Advanced data management – SQL, Python, VBA, Tableau, 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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR at chewy dot com
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).

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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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