CS Workforce Specialist I

Our Opportunity:  

Chewy, America’s #1 Pet Pharmacy, is seeking a Workforce 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 you’ll 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.  

• We'll empower you to build, grow, and unleash your full potential  

What You'll 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; identify variances 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. 

• Assist with 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 You'll Need:  

• Bachelor’s degree or equivalent experience in customer service, operations, business, or analytics. 

• 0–1 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 communication skills, with the ability to deliver timely, 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 risks in a timely manner. 

• Team Collaboration: Work closely with RTA peers, operations, and scheduling to align support strategies. 

• Analytical Thinking: Identify performance trends and articulate patterns in queue behavior. 

Preferred Qualifications 

• Exposure to workforce platforms (NICE, Genesys, Oracle, Tableau). 

• Understanding of multi-channel support operations (phone + back-office). 

• Interest in workforce analytics, operations strategy, or performance management. 

Client-provided location(s): Louisville, KY, Scranton, PA

Job ID: 7457933

Employment Type: OTHER

Posted: 2025-12-23T18:33:46