Customer Service Workforce Specialist II

Our Opportunity

Chewy, the fastest growing e-commerce retail businesses and Pet Pharmacy in the United States today, is seeking a Customer Service Workforce Specialist II who is hard-working, analytical, and can think creatively. This role is here at our Louisville, KY site and this individual contributor supports Pharmacy Operations through a combination of Queue Management, Real Time Analysis (RTA), Service Avoidance Analysis, and real time performance management to ensure Service Level Agreements (SLAs). The primary collaborators are other members of the wider Workforce Management and Capacity Planning Team, Human Resources Team, Operations Leadership, and most importantly our Chewy Pharmacy Team Members.

Are you read to lead the pack? Our team looks forward to speaking with you!

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 :

• 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:

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to improve resource efficiency and achieve service level goals and other business objectives

• demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of efficient schedules and real-time and intraday management to support a multi-department contact center operations

• Supervise queues & schedule staffing, plan seating capacity for shifts, communicate overtime and time off needs

• Manage, track and report on operational performance & business metrics

• Partner with Pharmacy Operations teams to achieve service level goals and business objectives for a multi-site operation

• Maintain constant communication with Pharmacy Operations teams to coordinate needed staffing adjustments based on current and forecasted results

• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation

• Generate and evaluate staffing schedules and ensures data updates into scheduling system

• Compares results to forecast and find opportunities for improvement

• Provide periodic (Daily/Weekly/Monthly) performance reports to leadership

• Other duties as assigned

What You’ll Need:

• Minimum of 1 year of experience performing WFM functions (specifically real-time management and/or scheduling) in a multi-department and/or multi-site contact center environment required

• Proven proficiency working with and manipulating data, crafting reports, visualizations and presentations from scratch

• Functional knowledge of WFM software and platforms (NICE IEX, Calabrio, Verint, etc.) that includes real-time adherence preferred

• Understanding of overall operational activities including phone, email, chat, back office work item processing, and social media support

• Must have an excellent understanding of Excel and other Windows based programs (Word, PowerPoint, etc.), with the capacity to prioritize/analyze data in a structured manner.

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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