Customer Service Workforce Specialist II
Posted on: May 20, 2023
Do you have a passion for workforce management and possess at least two (2) years working with workforce management teams in a contact center? Do you hold a solid understanding of the concepts of contact center demand workload, staffing, and scheduling? If you answered yes, then this might be the purr-fect role for you!
As a Customer Service Workforce Specialist II, you will manage CS Operations and Customer Experience through a combination of real time performance management, agent utilization management, intermediate reporting, and insights delivery through a strong understanding of data and workforce principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.
What you'll do:
Real-time Monitoring of Customer Service demand and staffing variations.
Oversee and manages countermeasures to minimize planning variances of Chewy customer service including making decisions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience, and service levels.
Oversee and manages real time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and escalates to appropriate internal and external teams when needed
Deliver bridge, synopsis, insights, and plan of action for performance activities multiple times per day to wide range of audiences including senior contact center leadership
Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment
Monitor real-time adherence to schedules for call center associates.
Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
Connect with agents and emergency contacts when needed to confirm presence
Maintain---composure---in high pressure, escalated situations------
Support RTA1 and Time Ops Duties as needed.
Propose and implement ongoing innovations and improvements to Workforce Management processes
What you'll need:
2+ years customer service experience.
2+ years working with Workforce Management teams or processes in a Contact Center
Must meet Performance and Quality metrics goals (averaged) for the last 30 days
No corrective actions in the past 90 days
Solid understanding of the concepts of contact center demand workload, staffing, and scheduling
Confident making decisions in ambiguous situations without specific direction on how to reach a solution
Proficient in Microsoft---Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch
Excellent verbal, written communication with the ability to empathize and deliver clear, concise messaging
Flexibility to participate in a schedule required to support a 24x7 contact center
Ability to make agile judgement decisions based on changing contact center performance conditions
Ability to maintain confidentiality of sensitive information
Experience with Workforce Management platform is recommended (e.g. Kronos, Verint or IEX)
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 CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
Keywords: Chewy, Hollywood , Customer Service Workforce Specialist II, Hospitality & Tourism , Hollywood, Florida
here to apply!