Customer Service Workforce Specialist II at Chewy

Our OpportunityChewy the fastest growing e-commerce retail businesses and Pet Pharmacy in the United States today is seeking a Customer Service Workforce Specialist II who is hard-working analytical and can think creatively. This role is here at our Louisville KY site and 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.Are you read to lead the pack Our team looks forward to speaking with you!Why youll 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 opportunitiesInsurance eligibility on the 1st of the MonthWhat Youll Do: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 seating capacity for 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 business objectives for 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 monthly and 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 assignedWhat Youll Need: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 requiredProven proficiency working with and manipulating data crafting reports visualizations and 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 office work item processing and social media supportMust have an excellent understanding of Excel and other Windows based programs (Word PowerPoint etc.) with the capacity to prioritize/analyze data in a structured manner.Required Experience:IC Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full Time Experience: years Vacancy: 1