Workforce Specialist

Chewy Dallas , TX 75201

Posted 2 months ago

Our Opportunity:

The Workforce/Payroll Specialist role is an entry level individual contributor that supports CS Operations through a highly accurate agent information related to organization, skilling, Payroll/Time Punch, Attendance Operations, and Time Off Operations; as well as learning the fundamentals of real time performance management.

What You'll Do:

  • Complete weekly payroll/timecard intake, audit process, validation of swipes, and publication to corporate payroll team with a high degree of accuracy

  • Ownership of timely adherence with time off approval processes including generation of available time based on capacity, response time on requests, appropriate communication on approval/denial

  • Ownership of attendance process including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting

  • Create, load, maintain of agent moves, adds or changes including alignment of skills to ensure appropriate work delivered to the right team member with a high degree of accuracy

  • Be an ambassador of the spirit and intent of the Chewtopian operating principles

  • Exception coding including but not limited to PTO, VTO, OT, unexcused absence in an accurate manner

  • Engage in Chewtopian level communications with agents and front-line leadership monitoring/addressing agent behaviors in a consistent and supportive engagement

  • Support timely and accuracy inquiries from site management and agents

  • Support other WFM assignments as directed

What you'll need:

  • 1-2 years customer service or payroll or data entry experience

  • Basic understanding of the concepts of contact center demand workload, staffing, and scheduling

  • Ability to accurately process and monitoring payroll and WFM information between system and reporting

  • Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations and presentations from scratch

  • Comfort with repetitive processes

  • Ability to keep confidential information confidential

  • Flexibility to participate in a schedule required to support a 24x7 contact center

Bonus:

  • Experience with Payroll and WFM platforms is recommended (i.e. Kronos or IEX)

  • Bonus: data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact


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Workforce Specialist

Chewy