Senior Customer Service Scheduling Specialist - Chewy

Our Opportunity:

As a Workforce Management (WFM) Scheduling Analyst you will be passionate about performing and maintaining efficient scheduling processes to ensure optimal staffing levels. You will develop and maintain SLA, occupancy, OT, and VTO projections, and provide insights into risk and opportunities. You will own scheduling efficiency ratios and accuracy for the assigned line(s) of business

What you'll do:

• 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 maximize 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 maximize 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 optimally 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 advised

What you'll need:

• 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.

Bonus:

• 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