CS Workforce Specialist
he Chewy Workforce Management team is growing! We are looking for a CS Workforce Specialist in Louisville, KY who is passionate, analytical and can think outside the box.
This role is a developed individual contributor for Workforce Management. You will already know the fundamentals of workforce planning, real time performance management, statistics, data and will be using those skills to manage our business performance in real time.
Roles & Responsibilities:
Profile, Seating and Roster Management
- Ownership of new hire setup, skilling and provisioning for all CS systems and rosters
- Ownership and administration of agent migrations including alignment of skills to ensure appropriate work delivered to the right team member
- Perform both regularly cadenced and ad-hoc audits of data alignment across all CS systems including org hierarchy, skilling, physical location etc.
- Ownership of contact center seating assignment for production team members to provide analysis of seating concurrency and provide insight to Operations Leadership of production floor occupancy.
- Respond and resolve requests submitted to the team within the defined speed of response goal
Service Avoidance & Time Operations Program
- Intake and complete ad-hoc requests for analysis of service avoidance behaviors for operational leaders
- Provide insights and opinions on service avoidance behaviors to support customer experience
- Time Off Processing and real-time attendance as well as total shrinkage management
- Utilization of CUIC Reporting to investigate Service Avoidance
Real Time Management
- Manages performance of Chewy customer service including making decisions on allocation of resources, priority of volume and channel, engaging reserve teams to protect customer experience
- Manages 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
- Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
- Delivers synopsis, insights and plan of action for performance activities multiple day to wide range of audiences including site Sr. Leadership, General Manager, PICs, VP of Pharmacy & Healthcare.
- Meeting Management. Guiding conversation and strategy uniting stakeholder service delivery strategy while providing impartial high level call outs and recommendations.
Scheduling Management
- Internal & External Scheduling. Working with business partners and stakeholders to dial in capacity and planning needs as it relates to scheduling.
- Work From Home Deployment scheduling and coordination amongst all involved stakeholders (HR, IT, Ops, Facilities, Team Member).
Reporting & Analytics
- Solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity
- Solid understanding and competency of real time management including managing team member adherence, forecast v. actual for volume, handle time/IPH and capacity.
- Developing understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
- Delivers reports, insights, outcomes and analysis through in written, numeric and visual formats - Excel, Tableau, written narrative, PowerPoint/Slides
- Network planning synthesis of information to correlate real-time impacts.
Team Member Experience
- Enthusiastically support our internal customers across all contact channels including email, Slack and walk-in/walk-up interactions
- Display empathy, patience and understanding while providing accurate guidance to team members such as when interacting about VOT/VTO, time off requests, scheduling or department transfers requests, etc.
- Own the interaction with each team members, being the point of contact to resolve the question or issue in question – working on behalf of each agent to investigate with WFM RTA III, HR, Operations Leaders, Recruiting, L&D etc. as opposed to redirecting each agent to the team that is responsible for the area of question or issue
Requirements:
- 12+ months working at Chewy as an RTA 1, Team Lead or Workforce Management experience in another organization at an analyst level
- Demonstrated aptitude working with and manipulating data, creating reports, visualizations, and presentations from scratch
- Intermediate to Advanced Excel – VBA, macros, pivot tables, pivot charts. SQL Query comfort.
- 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 messaging
- Additional Internal: no corrective actions within 120 days, open schedule availability for 1st, Mid or late 2nd shift (to include Shift Differential for late 2nd shift) – WFM is nearly 24/7 365
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).