CS Workforce Specialist II

Job Description:Our OpportunityChewy, the fastest growing e-commerce retail businesses and Pet Pharmacy in the United States today, is seeking aCustomer Service Workforce SpecialistIIwho 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.Are youreadto 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 environmentEmployee 20% Discount Program at Chewy for all your pet needsTeam building events and company-sponsored luncheonsCareer growth and promotion opportunities Insurance eligibility on the 1st of the MonthWhatYou’llDo: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 objectivesdemonstrate 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 operationsSupervise queues&schedule staffing, plan seatingcapacityfor shifts, communicate overtime and time off needsManage, track and report on operational performance & business metricsPartner with Pharmacy Operations teams to achieve service level goals and businessobjectivesfor a multi-site operationMaintain constant communication with Pharmacy Operations teams to coordinate needed staffing adjustments based on current and forecasted resultsProduces call volume forecasts on a daily, weekly,monthlyand annual basis for multi-site operationGenerate and evaluate staffing schedules and ensures data updates into scheduling systemCompares results to forecast and find opportunities for improvementProvide periodic (Daily/Weekly/Monthly) performance reports to leadershipOther duties as assignedWhatYou’llNeed: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 environmentrequiredProvenproficiencyworking with and manipulating data, crafting reports,visualizationsand presentations from scratchFunctional knowledge of WFM software and platforms (NICE IEX, Calabrio, Verint, etc.) that includes real-time adherence preferredUnderstanding of overall operational activities including phone, email, chat,back officework item processing, and social media supportMust have an excellent solid understanding of Excel and other Windows based programs (Word, PowerPoint, etc.), with thecapacityto 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 access Chewy's California CPRA Job Applicant Privacy Policy, please click here.Job SummaryJob number: R30284Profession: Customer Service