Manager, Customer Service II

What You’ll Do

• Manage a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers.
• Promote an engaging agent experience through other leaders.
• Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives.
• Participate and own the talent review process for all leaders on your team.
• Develop bench strength through effective coaching, feedback, and development plans for your leaders.
• Maintain and execute new leadership onboarding initiatives to enhance the career path experience.
• Contributing to Strategic Planning for the business and driving Change Management and UAT for initiatives (Open Methods refinement, Clinic Performance Initiatives, CHIRP feedback implementation, etc.).
• Operate with a willingness to learn, share, and receive feedback.
• Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members.
• Operate with a sense of curiosity to identify and solution process improvements that would improve the customer experience, employee experience or operational efficiencies.
• Drive Workforce Planning activities for the business through partnership with WFM team (Real Time Queue Management, Overtime and VTO management, Maintaining Staffing files and Team Assignments).
• Own B2B Communications on Escalations with Clinic Partners, Legal, Compliance, and Merchandising.
• Ensure Legal Compliance guidelines are adhered to.
• Facilitate weekly call listening sessions to track the healthcare customer journey and drive improvement in the customer experience.
• Ensure compliance with all company policies.
• Establish relationships with key stakeholders in Merchandising, Product, Business Intelligence, Quality, Workforce, and Learning & Development to earn trust and build partnerships.
• Perform other duties as assigned and needed.

What You’ll Need

• 5+ years of multi-channel contact center management experience or equivalent comparable experience.
• Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges.
• Proven coaching skills that can impact both front-line agents and leadership.
• BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree).
• Strong computer and internet proficiency in a technology-driven environment.
• Proficiency in MS Office suite (Excel is a must).
• Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group.
• Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays.

Position may require travel

Chewy is an equal opportunity employer.