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Customer Service Workforce Specialist II

Company: Chewy
Location: Louisville
Posted on: November 22, 2020

Job Description:

Our Opportunity Chewy, the fastest growing e-commerce retail businesses and Pet Pharmacy in the United States today, is seeking a Work Force Management Analyst who is passionate, analytical, and can think outside the box. 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 stakeholders 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. What You ll Do * Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize 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 optimal schedules and real-time and intraday management to support a multi-department contact center operations * Monitor queues, forecast & schedule staffing, plan seating capacity for shifts, communicate overtime and time off needs * 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 identify opportunities for improvement * Provide periodic (Daily/Weekly/Monthly) performance reports to leadership Requirements: * Minimum of 1 year of experience performing WFM functions (specifically real-time management and/or forecasting and scheduling) in a multi-department and/or multi-site contact center environment required * Demonstrated aptitude working with and manipulating data, creating 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 working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), with the capacity to organize/analyze data in a structured manner. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact . To access Chewy s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (

Keywords: Chewy, Louisville , Customer Service Workforce Specialist II, Hospitality & Tourism , Louisville, Kentucky

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