Customer Service Workforce Specialist I

Customer Service Workforce Specialist I

Requirements

• 1+ years of experience working in a Customer Service Department, and/or 1+ years of experience in payroll systems or data entry.
• Maintain a sense of ownership, be a self-starter, and have a strong attention to detail.
• Basic understanding of the concepts of contact center demand workload, staffing, and scheduling.
• Comfort with primarily a repetitive processing workload.
• Must bring proven ability to maintain confidentiality and secure sensitive information.
• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to frontline Leadership.
• Good with Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• 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 24×7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
• Ability to work independently and meet deadlines in a multi-task and perform well in a fast-paced and changing environment.

Responsibilities

• Process and maintain records of agent moves, adds, terms, or changes including alignment of skills to ensure appropriate work delivered to the right team member with a high degree of accuracy.
• Complete weekly payroll / timecard intake, audit process, validation of badge swipes, missed punch exceptions, and publication to corporate payroll team with a high degree of accuracy in alignment to HR/payroll policies.
• Administration of time off requests for time off. Precise administration of the approval processes including generation of available time based on capacity thresholds, response time on requests, and appropriate communication on approval/denial of requests.
• Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, appropriate notification and occurrence reporting.
• Support timely and accurate responses to inquiries from site management and agents regarding agent activities and records.
• Comply with all company policies and procedures to process agent request, profiles, and administration.
• 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!
• Learn to Execute the Fundamentals of Real Time Management.
• Support other assignments as directed.

Preferred Qualifications

• 1+ Years’ experience with Payroll and WFM platforms (i.e., Kronos or NICE)
• Proficient in data management – Tableau, Excel: macros, pivot tables, pivot charts