Area Manager

Our Opportunity:

Chewy is looking for a Pharmacy, Contact Center Area Manager to join our Healthcare contact center in Louisville, KY. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel.  A customer-first mindset is critical for this role. You will be successful in this role because you are passionate about supporting your team and recognize their effort and achievements.

What you'll do: 

• Handle the fast pace tasks associated with day-to-day operations in a high-volume contact center
• Oversee a team of Pharmacy Technicians who handle data entry, outbound business partner calls, and inbound customer calls
• Develop, manage and coach to build successful teams that deliver an exceptional customer experience
• Handle employee questions, concerns, and follow up with the intent to maintain a positive work environment and earn trust
• Resolve any customer escalations and complete internal root cause analysis’ to continuously improve customer experience
• Actively develop and promote open lines of communication to maintain and develop positive employee relations, encourage employee involvement in the process, and recognize employees for their accomplishment and ideas
• Complete necessary documentation for tracking attendance, productivity, behavior, and quality
• Be able to dive deep within a process and drive process improvements through team member feedback, analyzing data, and up channeling changes to obtain departmental goals
• Establish peer-to-peer relationships with other Managers to enhance process efficiency
• Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps
• Collaborate with other managers to establish and build SOPs for existing processes and procedures

What you'll need: 

• Associate Degree - Bachelors’ degree preferred
• 2-4 years’ supervisory experience preferably in a contact center or customer service environment
• Excellent interpersonal skills, oral and written communication skills, and strong attention to detail
• Intermediate skills in working on computers – Microsoft office package and time keeping software solutions
• Ability to work flexible schedule to include nights and weekends if business requires it
• Position may require travel
• Bonus: Bilingual in Spanish