Overview: 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.

Responsibilities:

System Configuration and Optimization:

• Configure and optimize the contact center workforce management system to align with operational requirements.
• Fine-tune system settings to maximize efficiency and resource utilization.

Maintenance and Monitoring:

• 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.

Data Integrity and Accuracy:

• 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.

User Support and Training:

• 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.

System Upgrades and Enhancements:

• 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.

Configuration Documentation:

• 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.

Collaboration with Contact Center Leadership:

• 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.

Qualifications:

• 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

Preferred 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.

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.

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