Customer Service Workforce Specialist II
Customer Service Workforce Specialist II
Customer Service Workforce Specialist II
Chewy, Inc.
The Customer Service Workforce Specialist II role at Chewy involves managing customer service operations through real-time performance management, agent utilization, reporting, and analytics. The position requires a strong understanding of contact center operations and workforce management principles to support leadership teams with accurate reporting and improve customer service objectives.
Qualification
- 2+ years of call center Workforce Management experience in contact centers or similar roles.
- Experience in coordinating a contact center and managing agent availability.
- Strong analytical skills for real-time performance management.
- Ability to communicate effectively with various stakeholders.
- Understanding of contact center operations and workforce management principles.
Responsibility
- Continuously analyze business activities in real-time and implement countermeasures to improve service levels and occupancy.
- Adjust staffing plans and coordinate with operations teams to achieve service level goals.
- Provide analyses and tactics for forecasting and synchronizing operational duties.
- Manage real-time responses to events such as technical outages and application failures.
- Monitor real-time requests and adherence, including absenteeism and occurrence reporting.
- Collaborate with Operations and Workforce Management to identify opportunities for innovation.
- Engage in effective communication with agents and operations regarding agent behaviors.
- Foster a positive work environment and mentor agents and teammates.
