Senior Customer Service Scheduling Specialist
| Company | Chewy |
|---|---|
| Location | Hollywood, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 2+ years call center Workforce Management or scheduling/planning experience in contact centers.
- Hands-on experience and familiarity with workforce management and ACD systems; (e.g., NICE, Cisco, etc.).
- Ability to make agile judgement data-based decisions on situations contact center performance results and variations to planning.
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Strong attention to detail with the ability to handle multiple tasks and priorities.
- Good verbal and written communication skills, with a focus on clear and concise reporting.
- Ability to work independently and meet deadlines.
Responsibilities
- Use models to analyze planning inputs to drive an accurate alignment to demand and staffing structure to meet or exceed schedule efficiency targets.
- Generate schedules on a regular basis to improve efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with an extended outlook.
- Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.
- Support programs to improve agent satisfaction with scheduling flexibility while maintaining general business requirements to meet customer SLAs.
- Generate routine reports on scheduling performance, occupancy rates, OT, VTO, and other key metrics.
- Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
- Support inquiries from site management and agents in a timely and accurate manner.
- Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.
- Prepare and deliver planning variance analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to minimize non-SLA target or high occupancy periods.
- Be an ambassador of the spirit and intent of the Chewy Operating Principles.
- Support other assignments as directed.
Preferred Qualifications
- Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.)
- Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts