Job Description
Job Description:
Our Opportunity
Chewy, 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 environment
Employee 20% Discount Program at Chewy for all your pet needs
Team building events and company-sponsored luncheons
Career growth and promotion opportunities
Insurance eligibility on the 1st of the Month
WhatYou’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 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 seatingcapacityfor 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 businessobjectivesfor 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,monthlyand 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
WhatYou’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 environment
Provenproficiencyworking with and manipulating data, crafting reports,visualizationsand 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 officework item processing, and social media support
Must 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
CAAR@chewy.com
.To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Numbers & Facts
| Location | Louisville, Kentucky |
| Industry | Retail |
| Company Size | 1,500 to 1,999 employees |
| Year Founded | 2011 |
| Website | https://www.chewy.com/ |
About Company
Amazon changed how we shop for books. Netflix transformed the way we consume movies. At online pet specialty retailer Chewy, we’re disrupting the pet products industry by offering our customers the easiest way to get the premium products they want, backed by unparalleled service. We strive to win at everything we do, whether that means bending over backwards to gain our customers’ trust and loyalty or creating a creative and stimulating work environment for our employees. We aim to wow our customers—and our employees. Trust us. You’ll notice the difference from the moment you become a candidate with us. At Chewy, we believe in ownership and accountability and value creativity. We are makers and doers who thrive on the desire to drive results. We approach our mission to provide the best service and pet products anywhere with a dogged determination and a disposition that’s as sunny as the South Florida oceanfront we call home. Sure, we work hard, but we have fun, too. Of course, that’s not hard to do when you get to bring your favorite four-legged friend to the office.
Skills
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