Senior Workforce Optimization Manager
Our Opportunity:
Chewy is seeking a Senior Workforce Management Platform Optimization Manager to join our team. This role will be responsible for partnering to deliver exceptional customer experiences and achieve overall business objectives by maintaining/improving workforce management (WFM) optimization, processes, and understanding of NICE WFM Platform.
The Platform Optimization Senior Manger performs various activities including platform administration, consultation and collaboration with customer service operations, IT and/or WFM teams to maximize the platform use and related business effectiveness.
What You'll Do:
- Ensure that the WFM application configuration reflects the organizational strategic objectives: entity configuration, contact distribution rules, agent maintenance, and data integrity health checks
- Act as SME for NICE WFM applications and EEM application driving continuous improvement for application effectiveness and user adoption
- Support internal WFM team and operations regarding training on the applications; and supports questions/mentoring on application regarding SOB processing including BCP planning
- Act as liaison between IT telephone, WFM teams, CS Operations teams, Kronos/Workday teams, and NICE WFM
- Support issue resolution management, Smart Sync and data integration, version upgrade, functional transition management, routing change impacts, and drives application usage and integrations improvements
- Receives, assesses, and performs changes, updates, deletes for system configuration items (e.g., Agent Definition, Agent Data Groups, Management Units, Contact Types), leveraging experience to ensure that changes do not impact other users or system performance.
- Develop and implement communication cadences to keep stakeholders informed of performance and opportunities as it related to WFM and NICE platform functionality
What You'll Need:
- 5+ years call center operations with at least 3 years of which in workforce management
- 3+ year experience with NICE WFM software within a Contact Center with user and back-end systems/integration experience
- Solid Experience working directly with application users to troubleshoot issues with application functionality or performance
- Proven experience in managing or assisting in major system changes/upgrades involving testing and communication with internal stakeholders
- Strong ability to leverage call center metric interpretation, analysis, and reporting experience
- Exceptional written and verbal communication skills with the ability to communicate at different levels
- Work experience in a fast-growth environment
- Proficiency with Google Sheets, Tableau, and Excel a plus
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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