Job Description

**Our Opportunity:** Chewy is looking for a **Team** **Manager, Workforce Management** to join the best customer service department in America. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency through strong workforce management knowledge. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer & agent-first mindset is critical for this role. **What You'll Do:** + Develop, manage and coach WFM staff to build successful teams that deliver an exceptional customer and agent experience through workforce management knowledge, + Establish peer-to-peer relationships with other Managers to enhance process efficiency of the workforce management team. + Use data and quality audits to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps for the team + Collaborate with other with WFM, Operations, HR, training and Leadership teams. + to establish and build SOPs for existing processes and procedures. + Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce + Maintain and execute new leadership onboarding initiatives to enhance the career pathing experience. + Prepare and deliver analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to prevent non-SLA target or high occupancy periods. + Coordinate real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed. + Act as a resource and back up to support the command center, payrolls operations, and/or agent profile management roles as needed. + Be an ambassador of the spirit and intent of the Chewy Operating Principles **What You'll Need:** + BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree) + 2-3 years of multi-channel contact center management experience in (Workforce Management strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams + Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges + Ability to make agile judgement decisions in ambiguous situations contact center performance conditions. + Proven analytical and problem-solving skills with attention to detail and accuracy. + Proven coaching skills that can impact both front-line agents and floor leadership + Hands-on experience and familiarity with workforce management, payroll, and ACD systems; (e.g., Kronos, NICE, Cisco, etc.) platforms. + Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch. + Outstanding oral and written communication skills, comfort-ability and ease in presenting information to all levels of the Customer Service Organization from agent to Senior Leadership. + Flexibility to participate in a schedule required to support a 24x7 contact center. + Position may require travel **Bonus:** + Advanced experience in data management a plus - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts **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** **CAAR@chewy.com** **.** **If you have a question regarding your application, please contact** **HR@chewy.com** **.** **To access Chewy's Customer Privacy Policy, please click here ( . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here ( .**

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