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 leveraging understanding of contact center operations and workforce management 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:

• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.


• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.


• Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.


• 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.


• Monitor and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting.


• Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.


• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.


• Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance 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 execute solid tactical Real Time Management understanding & application


• Support any assignments as needed.

What you'll need:

• 2+ years call center Workforce Management experience in contact centers or equivalent experience


• Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies


• Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review


• 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 be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.


• Proficient in Microsoft Office Suite, including manipulating data, creating 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:

• Associates degree or higher preferred business administration, finance, or statistics.


• Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts