Chewy
We're on a quest to help people connect through pets.
Dallas-Fort Worth, TX

Customer Service Workforce Specialist II at Chewy (Dallas, TX)

| Dallas-Fort Worth, TX
Sorry, this job was removed at 12:20 a.m. (CST) on Monday, February 28, 2022
Find out who's hiring in Dallas, TX.
See all Operations jobs in Dallas, TX
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Our Opportunity:

As a Customer Service Workforce Specialist II, you will manage CS Operations and Customer Experience through a combination of real time performance management, agent utilization management, intermediate reporting, and insights delivery through a strong understanding of data and workforce principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.

What you'll do:

  • Real-time Monitoring of Customer Service demand and staffing variations.
  • Oversee and manages countermeasures to minimize planning variances of Chewy customer service including making decisions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience, and service levels.
  • Oversee and manages real time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and escalates to appropriate internal and external teams when needed
  • Deliver bridge, synopsis, insights, and plan of action for performance activities multiple times per day to wide range of audiences including senior contact center leadership
  • Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment
  • Monitor real-time adherence to schedules for call center associates.
  • Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
  • Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Connect with agents and emergency contacts when needed to confirm presence
  • Maintain composure in high pressure, escalated situations
  • Support RTA1 and Time Ops Duties as needed.
  • Propose and implement ongoing innovations and improvements to Workforce Management processes

What you'll need:

  • 2+ years customer service experience.
  • 2+ years working with Workforce Management teams or processes in a Contact Center.
  • Solid 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, creating reports, visualizations, and presentations from scratch
  • Excellent verbal, written communication with the ability to empathize and deliver clear, concise messaging
  • 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.
  • Ability to maintain confidentiality of sensitive information
  • Experience with Workforce Management platform is recommended (e.g. Kronos, Verint or IEX)

Bonus:

  • Proficient in 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 [email protected] 
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).
See More
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS
Previous
Next

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
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
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

An Insider's view of Chewy

What’s the vibe like in the office?

Fast paced! We work in "doggy-years" here. It's a place where talent and hard work is valued and where team members can think big and can bring their dreams to life.

Greg

Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

At Chewy, one of our operating principles is Accelerate Time. We release new features weekly, fail fast, and iterate often to bring incremental progress quickly to our Pet Parents. Our success is driven by a customer first mentality, a culture of collaboration, and empowering individuals and teams.

Heather

Associate Director, Product Management

How does the company support your career growth?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!

Rich

Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.

Mike

VP, Software Engineering

What projects are you most excited about?

Collaborating with so many different teams on a daily basis and seeing how we all come together to help pet parents find the products that they need for their pets.

Victoria

Senior Integrated Marketing Manager

More Jobs at Chewy