CS Workforce Specialist II

Chewy•Pittston, PA

4d•Hybrid

About The Position

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 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. This would be a hybrid position hubbed at either our Pittston, PA or Louisville, KY (Fern Valley) locations.

Requirements

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

Responsibilities

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