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

Customer Service WFM Specialist III

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Our Opportunity:

Do you have a passion for workforce management and possess at least three (3) years working with workforce management teams in a contact center?  Do you hold a solid understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture?  If you answered yes, then this might be the purr-fect role for you!

As a Senior Real-Time Analyst, you will be responsible for analyzing and administering operational performance and progression metrics in the call centers by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. Additionally, you may be assigned a focus in command center, payrolls operations, and/or agent profile 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 and WFM teammates. 

What you'll do:

  • Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
  • Uses expert 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
  • Prepare and deliver prior day/outlook analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to prevent non-SLA target or high occupancy periods. Support stakeholders inquiries in a clear concise manner.
  • Delivers actionable reports, insights, outcomes and analysis through in written, numeric and visual formats - Excel, Tableau, written narrative, PowerPoint/Slides  
  • Provide Audits, root-cause analysis, scorecards, and feedback to reduce defects for Time Operations, Command Center, Agent Profile Management activities to related teams, operations through senior contact center leadership. Drive ongoing innovations and process improvements.
  • Train & mentor workforce specialist and Real-Time Analysts on both technical and soft skills such as effective communication, presentation of data, and managing conflict
  • Collaborates with WFM, Operations, HR, training and Leadership teams to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
  • Lead small to medium process improvement projects
  • Operate as the technical leader and point of contact for their assigned shift
  • 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 any Workforce Duties as needed. 

What you'll need:

  • 3+ years call center Workforce Management and contact center experience
  • Strong experience and familiarity with workforce management, payroll, and ACD systems; (e.g., Kronos, NICE, Cisco, etc.).
  • Ability to make agile judgement decisions based on ambiguous situations contact center performance conditions.
  • Solid understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
  • Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
  • Confident making decisions in ambiguous situations without specific direction on how to reach a solution
  • Excellent written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
  • Expert understanding and ability to train concepts of key contact center & workforce management indicators such as response time, efficiency and optimization metrics and productivity
  • Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
  • Flexibility to be scheduled required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
  • Ability to work independently and meet deadlines.
  • No corrective actions in the past 180 days [Internal Only] 

Bonus:

  • Associates degree or higher preferred business administration, finance, or statistics.
  • Familiar to proficient with some these applications, concepts, and methodologies:  SQL, Python (or other programming language), R, Project Management, Content Creation, Tableau, Data Visualization, Adult Learning, Instructional Design
  • Advanced Excel – VBA, 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 [email protected].


If you have a question regarding your application, please contact [email protected].


To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

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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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