Customer Service Workforce Specialist II

Our Opportunity:

As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics demonstrating understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to improve the ability for customer service to achieve their business objectives!

What you'll do:

• Continuously analyze business activities in real-time, reforecasting to implement countermeasures to improve the balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives.
• Offer analyses, synopses, viewpoints, and tactics for forecasting and synchronizing operational duties throughout the day and following assessments to improve Customer Support accomplishments.
• Coordinate and manage real-time responses to events such as technical outages, application failures, unanticipated facilities closures, and bring up to appropriate internal and external teams when needed.
• Monitor and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.
• Work together with Operations and Workforce Management colleagues to pinpoint opportunities for innovation and ongoing enhancement in forecasting, planning, and carrying out customer service activities.
• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging engagement.
• Build a positive work environment composing successful customer service team performance. Display empathy, patience, and understanding while providing 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 implement solid tactical Real-Time Management understanding & application.
• Provide support for a variety of assignments and team initiatives as needed.

What you'll need:

• 2+ years of call center Workforce Management experience in contact centers or similar roles.
• Experienced in coordinating a contact center, leading all aspects of agent availability, tracking volume, and meeting business requirements.
• Solid understanding of key business indicators such as response time, efficiency, optimization metrics, and productivity to make the best decision in the moment without additional supervisory review.
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture.
• Confidence in making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
• Strong written and verbal communication skills, with the ability to collaborate clearly and effectively across all levels of the Customer Service organization, from agents 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) platform is recommended (e.g., Kronos, Verint, or NICE).
• Ability to work independently and meet deadlines.

Bonus:

• Associate degree or equivalent experience in business administration, finance, or statistics is preferred.
• Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts.