Customer Service Workforce Specialist II

Our Opportunity:

As a CS Real Time Analyst, you will lead 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 and re-forecast to improve the balance of service levels and occupancy through appropriate measures.
• Make vital adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting, 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.