Our Opportunity:

Do you have a passion for workforce management and possess at least two (2) years working with workforce management teams in a contact center? Do you hold a solid understanding of the concepts of contact center demand workload, staffing, and scheduling? If you answered yes, then this might be the purr-fect role for you!

As a Customer Service Workforce Specialist II, you will manage CS Operations and Customer Experience through a combination of real time performance management, agent utilization management, intermediate reporting, and insights delivery through a strong understanding of data and workforce 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.

What you'll do:

• Real-time Monitoring of Customer Service demand and staffing variations.
• Oversee and manages countermeasures to minimize planning variances of Chewy customer service including making decisions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience, and service levels.
• 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
• Deliver bridge, synopsis, insights, and plan of action for performance activities multiple times per day to wide range of audiences including senior contact center leadership
• Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment
• Monitor real-time adherence to schedules for call center associates.
• Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
• Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Connect with agents and emergency contacts when needed to confirm presence
• Maintain composure in high pressure, escalated situations
• Support RTA1 and Time Ops Duties as needed.
• Propose and implement ongoing innovations and improvements to Workforce Management processes

What you'll need:

• 2+ years customer service experience.
• 2+ years working with Workforce Management teams or processes in a Contact Center
• Must meet Performance and Quality metrics goals (averaged) for the last 30 days
• No corrective actions in the past 90 days
• Solid 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, creating reports, visualizations, and presentations from scratch
• Excellent verbal, written communication with the ability to empathize and deliver clear, concise messaging
• 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
• Ability to maintain confidentiality of sensitive information
• Experience with Workforce Management platform is recommended (e.g. Kronos, Verint or IEX)

Bonus:

• Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts