We are actively seeking a skilled and detail-oriented Workforce Optimization Manager to join our dynamic team. This role is pivotal in ensuring the seamless operation of our contact center by focusing on the configuration and maintenance of our workforce management system. The ideal candidate will possess a strong technical background, exceptional problem-solving skills, and a proactive approach to system administration within the context of contact center operations, while also being able to communicate effectively across a diverse group of stakeholders.
- Configure and optimize the contact center workforce management system to align with operational requirements.
- Fine-tune system settings to maximize efficiency and resource utilization.
- Perform regular maintenance tasks to ensure the health and performance of the workforce management system.
- Monitor system metrics and proactively address any issues or anomalies.
- Conduct regular reviews of system logs to identify and address potential issues before they impact operations.
- Oversee accurate and timely input of data into the workforce management system, with a focus on contact center metrics.
- Conduct regular audits to maintain data integrity and adherence to operational standards.
- Provide technical support to contact center staff, addressing system-related queries and resolving issues promptly.
- Support the development and delivery of training programs to empower users in maximizing the system's capabilities.
- Maintain a comprehensive knowledge base for common system-related issues and solutions.
- Collaborate with platform vendor and IT teams to implement system upgrades and enhancements (off-hours as needed).
- Stay informed about industry trends to recommend improvements in alignment with contact center best practices.
- Create and maintain documentation for system configurations, ensuring a comprehensive understanding of the setup for future reference.
- Update documentation with any changes or enhancements made to the system.
- Work closely with contact center leadership to understand operational needs and align workforce management practices accordingly.
- Act as a liaison between end-users and technical teams, facilitating effective communication and understanding of system requirements.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Proven experience as a system administrator with a focus on contact center workforce management systems.
- Strong understanding of contact center processes and metrics.
- Excellent troubleshooting and problem-solving skills within a contact center context.
- Exceptional attention to detail and organizational skills.
- Effective communication and interpersonal skills
- Certification in contact center workforce management or related technology.
- Advanced knowledge of industry-standard workforce management software (NICE, Genesys, Verint, Aspect).
- Familiarity with telephony integrations and contact center reporting tools.
Compensation & Benefits:
Our salary range for aposition is,000.00 - $114,000.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
What the Team is Saying
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What We Do
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. 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, growand unleash your fullest potential.
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 100,000 products (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer.
Chewy’s commitment to customer service is the core of our brand, and our customers love us for it. We “WOW” pet parents through 24/7 assistance, advice and encouragement every day of the year. We make pet parenting easy with our convenient Autoship subscription program—which allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need.
As an e-commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers’ experience. From an easy-to-navigate website and highly rated mobile apps, to detailed order tracking and personalized “Pet Profile” features, we are transforming the way pet parents shop.
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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Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
