CS Workforce Specialist III

Chewy•Pittston, PA

1d•Onsite

About The Position

As a CS Workforce Specialist III, you will be responsible for analyzing and coordinating operational performance and progression metrics in the call centers by applying workforce management systems and standardized protocols to ensure each component combines seamlessly for all partners. Additionally, you may be assigned a focus in Time Operations, Command Center, and/or Profile & Roster Management wholly or in tandem with other peers and partners. This role is responsible for measuring performance and progression of metrics as well as ensuring each component or function of Workforce Management works together in a seamless fashion for all teammates.

Requirements

4+ years customer service experience
1+ years supervisory or management experience
2+ years working with WFM teams or processes in a Contact Center
2+ years’ experience with Workforce Management platform (e.g. Kronos, Verint, IEX, etc.)
Expert 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, crafting reports, visualizations, and presentations from scratch
Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging
Ability to maintain confidentiality of sensitive information
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

Nice To Haves

Advanced experience in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

Responsibilities

Actively perform RTA1, RTA2, and Time Ops Duties as needed.
Perform audits for RTA1, RTA2, & Time Ops performance reports for completion, timeliness and accuracy.
Coordinate countermeasures to minimize planning variances of Chewy customer service including making suggestions on allocation of resources, priority of volume and channel, engaging reserve teams to improve customer experience and service levels.
Provide synopsis, root cause, and suggested action plan for trouble shooting performance activities to senior contact center leadership.
Lead all aspects of real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and calls out to appropriate internal and external teams when needed.
Ensure data Integrity and update supported data bases with an expert understanding of data management, workforce, contact center operations principles.
Support effective processing of Time Operations, Command Center, Profile & Roster Management and Partner closely with operations
Reviews reporting and communications to ensure accuracy and clarity
Monitor and drive effective, clear requests and communications in customer service channels including reporting, text, alerts, bridges, and chats
Deliver insights, outcomes and analysis through in written, numeric and visual formats
Lead morning call performance review and upcoming outlook to improve customer service responsiveness, preparation, and communications.
Provide Audits, root-cause analysis, and feedback to reduce defects for Time Operations, Command Center, Profile & Roster Management.
Propose and implement ongoing innovations and improvements to Workforce Management processes.
Complete additional projects, duties, and assignments as directed.
Other duties as assigned.