CS Workforce Specialist I
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Job Location:
Pittston, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Our Opportunity:
Chewy Americas #1 Pet Pharmacy is seeking aWorkforce Specialist I to join our outstanding Pharmacy Customer Service team in Pittston PA!We are looking for team oriented analytical minds who desire to learn and improve the processes and workflows that our organization runs on. This role is an entry level individual contributor that supports CS Operations through a combination of Profile Seating & Roster Management Service Avoidance Analysis Team Member Experience and support as well as learning the fundamentals of real time performance management. The primary partners are other members of the wider Workforce Management and Capacity Planning Team operations leaders including but not limited to Leads Area Managers Ops Leaders and above Pharmacist Partners as well as Team Members. We offer competitive benefits personal and leadership development programs with rapid career growth potential and many Team Member incentives.
As a Real-Time Analyst I (RTA I) you will play a foundational role in supporting day-to-day service delivery for both inbound contact center operations and back-office workflows. You will monitor real-time performance complete schedule adjustments and provide frontline data to ensure timely and efficient service to customers and internal partners. This role is ideal for someone with good attention to detail a proactive attitude and a passion for workforce operations.
Why youll love working here:
- Competitive benefits and personal and leadership development programs to support your career growth
- Employee 20% discount program at Chewy for all your pet needs
- We have a culture of belonging where you will feel valued for your skills and contributions and be recognized for your dedication and hard work.
- Well empower you to build grow and unleash your full potential
What Youll Do:
- Monitor real-time performance for inbound phone chat and back-office queues using NICE Genesys and homegrown tools.
- Track schedule alignment queue volumes and service level performance;identifyvariances and call out as needed.
- Input schedule exceptions into NICE and collaborate with the Scheduler on coverage impacts.
- Communicate real-time alerts (high volume underperformance outages) to operations leaders and recommend immediate actions.
- Assistwith daily performance reporting and documentation of intraday decisions.
- Participate in huddles with operations and RTA peers to stay aligned on performance goals and intraday strategy.
- Conduct entry-level data analysis to highlight trends in alignment volume spikes or unplanned outages.
- Support VTO/VET execution and logging in coordination with RTA II and RTA III.
- Other duties as assigned
What Youll Need:
- Bachelors degree or equivalent experience in customer service operations business or analytics.
- 01 year of experience in a contact center or service operations environment.
- Familiarity with workforce metrics such as SL AHT TPH alignment and shrinkage.
- Basic Excel skills (lookups filtering data entry); comfortable navigating dashboards.
- Good communicationskills with the ability to delivertimely concise updates.
- Attention to Detail: Accurately track and enter data to support real-time decision-making.
- Proactive Communication: Share relevant updates and call out performance risksin a timely manner.
- Team Collaboration: Work closely with RTA peers operations and scheduling to align support strategies.
- Analytical Thinking:Identifyperformance trends and articulate patterns in queue behavior.
Preferred Qualifications
- Exposure to workforce platforms (NICE Genesys Oracle Tableau).
- Understanding ofmulti-channel support operations (phone back-office).
- Interest in workforce analytics operations strategy or performance management.
Required Experience:
IC
Key Skills
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
About Company
Shop Chewy for the best pet supplies ranging from pet food, toys and treats to litter, aquariums, and pet supplements plus so much more! If you have a pet-or soon will-you've come to the right place. Shop for all of your pet needs at Chewy's online pet store. FREE shipping on orders $ ... View more
