Customer Service Workforce Specialist II

casting, planning, and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.

• Coordinate all aspects and address immediate responses to events like technical outages, application failures, unforeseen facilities closures (safety-related), and call out to relevant internal and external teams if vital.

• Supervise and process real-time requests and adherence, including generating real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.

• Collaborate with Operations and Workforce Management teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and completing customer service activities.

• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging manner.

• Build a positive work environment that cultivates successful performance of the customer service team. Display compassion, patience, and understanding while offering accurate mentorship to agents and teammates.

• Be an ambassador of the spirit and intent of the Chewy Operating Principles.

• Commit to learning and developing yourself to better Chewy as a whole.

• Expand knowledge to complete practical Real Time Management understanding and application.

• Support any assignments as needed.

What you'll need:

• 2+ years of call center Workforce Management experience in contact centers or equivalent experience.

• Skilled in the real-time management of a contact center, ensuring agent availability, accurately forecasting volume, handle time, and maintaining the capacity to meet targeted SLAs and Occupancies.

• Relies on understanding of critical business indicators, including response time, efficiency, optimization metrics, and productivity, to autonomously make informed decisions.

• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture.

• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.

• Good written and verbal communications to work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership.

• Proficient in Microsoft Office Suite, including manipulating data, crafting reports, visualizations, and presentations from scratch.

• Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd, or 3rd shift).

• 1 year+ experience with Workforce Management (back office functionality) platforms is recommended (e.g., Kronos, Verint, or NICE).

• Ability to work independently and meet deadlines.

Bonus:

• Associate degree or equivalent experience preferred in business administration, finance, or statistics.

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

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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 [email protected].

If you have a question regarding your application, please contact [email protected].

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