Workforce Management Scheduling Manager

3 weeks ago


Richardson, Texas, United States Chewy Full time
About the Role

The Workforce Management Scheduling Manager is a key member of our team at Chewy, responsible for overseeing the scheduling process to ensure efficient staffing levels that meet service level agreements (SLAs) and business needs within our contact center.

Key Responsibilities
  • Team Leadership: Lead and develop a team of scheduling analysts, providing mentoring, feedback, and professional development opportunities to enhance their skills and knowledge in workforce management and scheduling tools.
  • Schedule Development: Supervise the creation and maintenance of schedules that balance call center staffing needs with employee availability and preferences, ensuring optimal resource allocation.
  • Metrics and Reporting: Develop and implement metrics to measure scheduling efficiency, process adherence, and analyze the impact on call center performance, preparing and presenting regular reports on workforce metrics.
  • Process Improvement: Identify and implement opportunities for process improvements within the scheduling function to enhance efficiency and effectiveness, collaborating with cross-functional teams to develop and implement best practices in workforce management and scheduling.
  • Communication and Collaboration: Act as the main point of contact for scheduling-related inquiries, ensuring effective communication and resolution of issues, working closely with call center operations, human resources, and other departments to understand business needs and align scheduling strategies accordingly.
  • Tool Optimization: Lead and optimize the use of workforce management tools and software to ensure they are effectively supporting scheduling activities, ensuring all scheduling practices align with company policies, labor laws, and regulatory requirements.
Requirements
  • 4+ years of experience in workforce management, with at least 2 years in a supervisory or managerial role.
  • Proficiency with workforce management software (e.g., NICE IEX, Verint, Aspect).
  • Excellent leadership and team management skills.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Strong communication and interpersonal skills, with the ability to collaborate optimally with various departments and stakeholders.
  • Ability to work in a fast-paced environment and adapt to changing business needs.


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