• Actively perform RTA1, RTA2, and Time Ops Duties as needed.• Audits for RTA1, RTA2, & Time Ops performance report for completion, timilness and accuracy.• Oversee countermeasures to minmimize planning varinaces of Chewy customer service including making suggestions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience and service levels.• Provide synopsis, root cause, and suggested action plan for trouble shooting performance activities to senior contact center leadership• Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed• Support effective processing of Time Operations, Command Center, Profile & Roster Management.• Reviews reporting and communications to ensure accuracy and clarity• Monitor and drive effectiveness and clarity of requests and communications channels in customer service including reporting, text, alerts, bridges, and chats• Partners closely with operational stakeholders.• Delivers insights, outcomes and analysis through in written, numeric and visual formats • Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.• Provide Audits, root-cause analysis, and feedback to reduce defects for Time Operations, Command Center, Profile & Roster Management.

• Responsible for the execution of our Member Service Center Emergency Roadside Service strategy. • Representing the brand to the marketplace, reinforcing the trust and integrity it represents. This includes delivering amazing Member Experience every time by recruiting and developing talent in all roles. • Develops strategic and tactical plans to ensure all performance SLA's are meeting or exceeding expectations.• Responsible for executing behavioral tactics to achieve established goals and provides active, engaged leadership through behavioral coaching and mentoring.

• Responsible for training, coaching, mentoring and developing Real Time Coordinators in the ERS WFM department. • Improves current policies and procedures and identifies potential efficiency gains.• Serves as a resource and provides team members with subject matter expertise.• Participates in specialized projects and facilitates meetings.• Manage intraday staffing levels• Monitor real‐time Adherence • Manage attendance line• Manage ERS service levels• Communicate identified intraday risks to management and other WFM specialist