Chewy

CS Workforce Specialist III

Reposted Yesterday

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Louisville KY USA

Hybrid

Mid level

eCommerce • Healthtech • Pet • Retail • Pharmaceutical

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

The Role

As a CS Workforce Specialist III you will analyze and coordinate performance metrics in call centers ensuring seamless operations via workforce management systems and provide insights for performance improvements.

Summary Generated by Built In

Job Description:
Our Opportunity:
As a CS Workforce Specialist III you will be responsible for analyzing and coordinating operational performance and progression metrics in the call centers by applying workforce management systems and standardized protocols to ensure each component combines seamlessly for all partners. Additionally you may be assigned a focus in Time Operations Command Center and/or Profile & Roster Management wholly or in tandem with other peers and partners. 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 teammates.
Why you'll love working here!
Safety Health and Culture are top priorities at Chewy Pharmacy with all our roles and locations. We offer the following benefits for our team :

We have a climate-controlled environment
Employee 20% Discount Program at Chewy for all your pet needs
Team building events and company-sponsored luncheons
Career growth and promotion opportunities!
Insurance eligibility on the 1st of the Month

What you'll do:

Actively perform RTA1 RTA2 and Time Ops Duties as needed.
Perform audits for RTA1 RTA2 & Time Ops performance reports for completion timeliness and accuracy.
Coordinate countermeasures to minimize planning variances of Chewy customer service including making suggestions on allocation of resources priority of volume and channel engaging reserve teams to improve customer experience and service levels.
Provide synopsis root cause and suggested action plan for trouble shooting performance activities to senior contact center leadership.
Lead all aspects of real time response to events and incidents such as technical outages application failures unanticipated facilities closures (safety related) and calls out to appropriate internal and external teams when needed.
Ensure data Integrity and update supported data bases with an expert understanding of data management workforce contact center operations principles.
Support effective processing of Time Operations Command Center Profile & Roster Management and Partner closely with operations
Reviews reporting and communications to ensure accuracy and clarity
Monitor and drive effective clear requests and communications in customer service channels including reporting text alerts bridges and chats
Deliver insights outcomes and analysis through in written numeric and visual formats
Lead morning call performance review and upcoming outlook to improve customer service responsiveness preparation and communications.
Provide Audits root-cause analysis and feedback to reduce defects for Time Operations Command Center Profile & Roster Management.
Propose and implement ongoing innovations and improvements to Workforce Management processes.
Complete additional projects duties and assignments as directed.
Other duties as assigned.

What you'll need:

4+ years customer service experience
1+ years supervisory or management experience
2+ years working with WFM teams or processes in a Contact Center
2+ years' experience with Workforce Management platform (e.g. Kronos Verint IEX etc.)
Expert 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 crafting reports visualizations and presentations from scratch
Excellent verbal written communication with the ability to empathize and deliver clear concise messaging
Ability to maintain confidentiality of sensitive information
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

Bonus:

Advanced experience in data management - SQL Python VBA Tableau macros pivot tables pivot charts

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color ancestry national origin gender citizenship marital status religion age disability gender identity results of genetic testing veteran status as well as any other legally-protected characteristic. 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].
To access Chewy's California CPRA Job Applicant Privacy Policy please click here.

Top Skills

Iex

Kronos

Microsoft Office Suite

Python

SQL

Tableau

VBA

Verint

What the Team is Saying

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The Company

HQ: Boston MA

17800 Employees

Year Founded: 2011

What We Do

Who We AreChewy is where pet parents find everything they need for life with pets from food to fun to pharmacy. We make pet care easier more informed and more joyful through fast reliable delivery and award-winning 24/7 Customer Care including access to pet health support when it’s needed. Founded in 2011 Chewy combines the convenience of online shopping with a high-touch personalized experience built around the real moments of pet parenthood.Our MissionChewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. What We DoWe support pet parents through the highs lows and everyday moments of the pet parenting journey with:• Pet food treats and daily essentials• Supplies for dogs cats fish birds reptiles equine and small pets• Pharmacy and veterinary services including prescriptions and medications• Pet wellness and health products• Autoship for convenient recurring deliveries• Chewy+ our premium membership offering exclusive savings faster delivery and personalized pet care benefits• 24/7/365 customer support from knowledgeable pet-loving expertsWhat Makes Chewy DifferentChewy is known for industry-leading service deep personalization and our customer-obsessed culture. We combine trust convenience and care and pet parents come to us for: • Exceptional customer care• Human- and pet-centered product and experience design• Fast dependable fulfillment across a nationwide operations network• A mission-driven culture built on empathy trust and passion for petsOur CultureChewy’s culture is built for people who thrive on ownership innovation and impact. We value curiosity creativity and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn grow and unleash their full potential in a collaborative supportive mission-driven environment.How We WorkChewy’s Operating Principles guide how we think innovate collaborate and execute. These principles shape our character decision-making and approach to delivering results while connecting our people and culture in support of our mission.Where We WorkChewy headquarters: Plantation FL and Boston MAAdditional hubs: Bellevue WA and Minneapolis MN

Why Work With Us

Why You Should Work at ChewyChewy is a unique fast-growing e-commerce and tech leader where builders creators and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.