**Customer Service Workforce Specialist II – blithequark Store**

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? Look no further than this exciting opportunity to join blithequark as a Customer Service Workforce Specialist II. In this pivotal role, you will play a critical part in driving business success by optimizing customer service operations, ensuring seamless customer experiences, and fostering a positive work environment that inspires team members to excel. **About blithequark** blithequark is a leading innovator in the industry, dedicated to revolutionizing the way businesses interact with their customers. With a commitment to excellence, we strive to create a workplace culture that values diversity, inclusivity, and continuous learning. Our team is comprised of talented individuals from diverse backgrounds, united by a shared passion for delivering exceptional customer experiences. **Job Summary** As a Customer Service Workforce Specialist II, you will be responsible for managing CS Operations, Customer Experience, and Agent performance through real-time performance management, agent utilization management, reporting, and analytics. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives. **Key Responsibilities** * Continuously analyze business activities in real-time, re-forecasting to execute countermeasures to maximize balance of service levels and occupancy. * Make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives. * Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results. * Oversee and manage real-time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and escalate to appropriate internal and external teams when needed. * Monitor and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting. * Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and executions of customer service activities. * Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement. * Create a positive work environment that fosters successful customer service team performance. Display empathy, patience, and understanding while providing accurate guidance to agents and teammates. * Be an ambassador of the spirit and intent of the Chewy Operating Principles. * Commit to learning and developing yourself to better blithequark as a whole! * Expand knowledge to execute solid tactical Real Time Management understanding & application. * Support any assignments as needed. **Essential Qualifications** * 2+ years call center Workforce Management experience in contact centers or equivalent experience. * Solid understanding and competency of real-time management of a contact center, including managing agent availability, forecast v. actual for volume, handle time, and capacity to deliver balanced business-targeted SLAs and Occupancies. * Uses solid understanding of key business indicators such as response time, efficiency, and optimization metrics and productivity to make best decisions in the moment without additional supervisory review. * Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture. * Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions. * Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership. * Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch. * Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd, or 3rd shift). * 1 year+ Experience with Workforce Management (back office functionality) platform is recommended (e.g. Kronos, Verint, or NICE). * Ability to work independently and meet deadlines. **Preferred Qualifications** * Associates degree or higher in business administration, finance, or statistics. * Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts. **What We Offer** * Competitive salary and benefits package. * Opportunities for career growth and professional development. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Comprehensive training and support. * Flexible scheduling to support a 24x7 contact center. **How to Apply** If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join blithequark as a Customer Service Workforce Specialist II. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. **Equal Opportunity Employer** blithequark is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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 [email protected]. **Customer Privacy Policy** To access blithequark's Customer Privacy Policy, please click here. To access blithequark's California CPRA Job Applicant Privacy Policy, please click here.