Our Opportunity:
Chewy is looking for a Pharmacy, Contact Center Area Manager to join our Healthcare contact center in Louisville, KY! The right person will be a people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first approach is important for this role. You will be successful in this role because you are passionate about supporting your team and recognize their effort and achievements!
What you'll do:
- Handle the fast pace tasks associated with day-to-day operations in a high-volume contact center
- Coordinate a team of Pharmacy Technicians who handle data entry, outbound business partner calls, and inbound customer calls
- Develop, lead and coach to build successful teams that deliver an exceptional customer experience
- Handle employee questions, concerns, and follow up with the intent to maintain a positive work environment and earn trust
- Resolve any customer issues and complete internal root cause analysis' to continuously improve customer experience
- Actively develop and promote open lines of communication to maintain and develop positive employee relations, encourage employee involvement in the process, and recognize employees for their accomplishment and ideas
- Complete vital documentation for tracking attendance, productivity, behavior, and quality
- Be able to dive deep within a process and drive process improvements through team member feedback, analyzing data, and up channeling changes to obtain departmental goals
- Establish peer-to-peer relationships with other Managers to enhance process efficiency
- Use data to identify areas of opportunity, and develop action plans to improve critical metrics and close performance gaps
- Collaborate with peers to establish and build SOPs for existing processes and procedures
What you'll need:
- Associate Degree - Bachelors' degree preferred
- 2-4 years' supervisory experience preferably in a contact center or customer service environment
- Excellent interpersonal skills, oral and written communication skills, and strong attention to detail
- Intermediate skills in working on computers - Microsoft office package and time keeping software solutions
- Ability to work flexible schedule to include nights and weekends if business requires it
- Position may require travel
- Bonus: Bilingual in Spanish
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
