Senior Customer Service Scheduling Specialist

Our Opportunity:
As a Workforce Management (WFM) Scheduling Specialist, you will play a key role in ensuring our teams are optimally staffed to support our customers. Your expertise in scheduling and workforce planning will help drive efficiency, maintain service level agreements (SLAs), occupancy, overtime (OT), and voluntary time off (VTO) projections, and provide insights into risks and opportunities-all while fostering a positive experience for our team members.
What you'll do:

• Use models to analyze planning inputs to drive an accurate alignment to demand and staffing structure to meet or exceed schedule efficiency targets.
• Generate schedules on a regular basis to improve efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with an extended outlook.
• Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.
• Support programs to improve agent satisfaction with scheduling flexibility while maintaining general business requirements to meet customer SLAs.
• Generate routine reports on scheduling performance, occupancy rates, OT, VTO, and other key metrics.
• Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Support inquiries from site management and agents in a timely and accurate manner.
• Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.
• Prepare and deliver planning variance analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to minimize non-SLA target or high occupancy periods.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles
• Support other assignments as directed

What you'll need:

• 2+ years call center Workforce Management or scheduling/planning experience in contact centers.
• Hands-on experience and familiarity with workforce management and ACD systems; (e.g., NICE, Cisco, etc.).
• Ability to make agile judgement data-based decisions on situations contact center performance results and variations to planning.
• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Strong attention to detail with the ability to handle multiple tasks and priorities.
• Good verbal and written communication skills, with a focus on clear and concise reporting.
• Ability to work independently and meet deadlines.

Bonus:

• Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.)
• Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts
• Chewy prioritizes equal opportunity, diversity, and inclusion for all Team Members.

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].
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