As a , you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management 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.
- Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
- Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
- Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
- 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.
- Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, appropriate notification and occurrence reporting
- Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
- Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
- Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
- 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 assignments as needed.
- 2+ years call center Workforce Management experience in contact centers or equivalent experience
- Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies
- 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
- Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
- Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
- Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
- 1 year+ Experience with Workforce Management (back office functionality) platform is recommended (e.g. Kronos, Verint or NICE)
- Ability to work independently and meet deadlines.
- Associates degree or higher preferred business administration, finance, or statistics.
- Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts
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What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
