Customer Service Workforce Specialist II

Our Opportunity:
As a Customer Service Workforce Specialist II at Chewy, you will play a key role in ensuring smooth customer service operations. Located in Texas, this position allows you to join a top team passionate about delivering excellent customer experiences. You will use your expertise in contact center operations and workforce management to offer valuable reports and insights for our leadership teams' success. This is your chance to be part of a team that excels in providing world-class customer service and to contribute to our ambitious goals!
What you'll do:

• Continuously analyze business activities in real-time, re-forecasting to improve countermeasures to increase the balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives.
• Share summaries, insights, and plans for real-time and post-analysis actions to boost Customer Service performance.
• Manage real-time responses to events like technical outages, application failures, and unanticipated facilities closures.
• Monitor and process real-time requests and adherence, including generating real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.
• Collaborate with Operations and Workforce Management teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging manner.
• Build a positive work environment that fosters successful customer service team performance. Display empathy, patience, and understanding while providing accurate mentorship 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.
• Develop knowledge to complete solid tactical Real Time Management understanding and application.
• Support any assignments as needed.

What you'll need:

• 2+ years call center Workforce Management experience in contact centers or equivalent experience.
• Proficient in real-time contact center management, including agent availability and meeting SLAs.
• Understand important business indicators like response time, efficiency, optimization metrics, and productivity for independent decision-making.
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture.
• Confidence in making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
• Strong ability to effectively convey thoughts and ideas to various levels within the Customer Service Organization, from agents to Senior Leadership.
• Proficiency in Microsoft Office Suite, including manipulating data, crafting 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.

Bonus:

• Associate's degree or equivalent experience or higher preferred in business administration, finance, or statistics.
• Proficiency 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].
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