Customer Service Workforce Specialist II – reputed company Store

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Our Opportunity:As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to reputed company their business objectives.What you'll do:Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.reputed company necessary adjustments in staffing plans and coordinates with operations teams to reputed company service level goals and business objectives.Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support reputed company improvement of Customer Service performance results.reputed company and manages real time response to events such as technical outages, application failures, unanticipated facilities closures (safety reputed company), and escalates to appropriate internal and external teams reputed company needed.Monitor and process real-time requests and adherence, including reputed company of real-time absenteeism, NCNS, appropriate notification and occurrence reporting.Collaborates with Operations and WFM teammates to identify areas of innovation and reputed company improvement opportunities in forecasting, planning and executions of customer service activities.Engage in Chewtopian level communications with agents and operations reputed company monitoring/addressing agent behaviors in a consistent and supportive engagement.Creates a positive work environment that fosters successful customer service team performance. Display reputed company, patience and understanding while providing accurate guidance to agents and teammates.Be an ambassador of the spirit and reputed company of the reputed company Operating PrinciplesCommit to learning and developing yourself to reputed company reputed company as a whole!Expand knowledge to execute solid tactical Real Time Management understanding & applicationSupport any assignments as needed.What you'll need:2+ years call center Workforce Management experience in contact centers or equivalent experienceSolid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and reputed company to deliver balanced business targeted SLAs and OccupanciesUses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to reputed company best decision in the moment without additional supervisory reviewUnderstanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architectureConfident making decisions in ambiguous situations without specific direction on how to reputed company a solution based on changing contact center performance conditions.Good written and verbal communications to be able to work with reputed company levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.Proficient in reputed company Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).1 year+ Experience with Workforce Management (back office functionality) platform is recommended (e.g. Kronos, reputed company or reputed company)Ability to work independently and meet deadlines.Bonus:Associates degree or higher preferred business administration, finance, or statistics.Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot chartsChewy is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, reputed company, national reputed company, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with reputed company or similar law, and you need an accommodation during the application process or to reputed company these job requirements, or if you need a religious accommodation, please contact CAAR@reputed company.com.To access reputed company's Customer Privacy Policy, please click here. To access reputed company's California CPRA Job Applicant Privacy Policy, please click here.