Our Opportunity:
As a Workforce Management (WFM) Scheduling Specialist, you will play a key role in ensuring our teams are optimally staffed to support our customers. Your expertise in scheduling and workforce planning will help drive efficiency, maintain service level agreements (SLAs), occupancy, overtime (OT), and voluntary time off (VTO) projections, and provide insights into risks and opportunities-all while fostering a positive experience for our team members.
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 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
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
- Chewy prioritizes equal opportunity, diversity, and inclusion for all Team Members.
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.
