Senior Customer Service Scheduling Specialist – Operations Optimization & Analytics (Richardson, TX)

Welcome to arenaflex – Where Customer Delight Meets Operational Excellence

At arenaflex, we are redefining the standards of pet care, retail, and fulfillment by blending cutting‑edge technology with a heartfelt commitment to customer satisfaction. As a fast‑growing leader in the e‑commerce and pet‑product space, we serve millions of pet parents every day, delivering everything from nutritious food to engaging toys. Our success is driven by a culture that prizes curiosity, collaboration, and continuous improvement—values that are embodied in the arenaflex Operating Principles. If you thrive in a dynamic environment where data‑driven decisions shape real‑world outcomes, you’ll feel right at home on our Richardson, TX team.

Why This Role Is a Game‑Changer for Your Career

Our Senior Customer Service Scheduling Specialist is a pivotal player in the intricate dance of workforce planning, service level adherence, and operational forecasting. You’ll be the architect of schedules that keep our contact centers humming, ensuring that every pet owner receives timely, compassionate assistance. This isn’t a rote admin role; it’s a strategic partnership with analytics, technology, and leadership to minimize high‑occupancy spikes, maintain SLA compliance, and drive predictive excellence.

Key Responsibilities

• Strategic Scheduling: Design, implement, and continually refine weekly and monthly staffing schedules that align with forecasted call volumes, chat interactions, and email inquiries.
• SLA Management: Monitor real‑time service level metrics, proactively adjust resources during non‑SLA target periods, and develop mitigation plans for high‑occupancy events.
• Data‑Driven Forecasting: Leverage historical data, trend analysis, and predictive modeling to achieve forecast accuracy rates of 95%+.
• Advanced Analytics & Reporting: Build, maintain, and present dashboards using SQL, Tableau, and Excel/VBA that visualize key performance indicators for senior leadership.
• Process Optimization: Identify bottlenecks in the scheduling workflow, propose automation solutions (e.g., macros, Python scripts), and champion continuous improvement initiatives.
• Cross‑Functional Collaboration: Partner with Workforce Management, Quality Assurance, Training, and HR to align staffing strategies with business objectives.
• Mentorship & Leadership: Guide junior scheduling analysts, share best practices, and embody the spirit of the arenaflex Operating Principles in every interaction.
• Compliance & Documentation: Ensure all scheduling activities comply with labor laws, union agreements (if applicable), and internal policies; maintain meticulous audit trails.

Essential Qualifications

• 5+ years of experience in customer service operations, workforce scheduling, or a related analytics role within a high‑volume contact center environment.
• Proficiency in SQL (writing complex queries, stored procedures, and data extraction).
• Advanced Excel skills, including VBA macro development, pivot tables, and pivot charts.
• Hands‑on experience with data visualization tools such as Tableau, Power BI, or Looker.
• Demonstrated ability to use Python for data manipulation, statistical analysis, or automation tasks.
• Strong analytical mindset with a track record of improving forecast accuracy and reducing SLA breaches.
• Excellent communication skills—both written and verbal—and the ability to translate technical findings into actionable business recommendations.
• Proven project management abilities, including prioritization, deadline management, and stakeholder coordination.

Preferred Qualifications

• Experience with workforce management software (e.g., NICE, Verint, Aspect).
• Knowledge of Lean Six Sigma or other process‑improvement methodologies.
• Familiarity with cloud‑based data platforms (AWS Redshift, Google BigQuery, Azure Synapse).
• Certification in data analytics, project management (PMP, Agile), or related fields.
• Bachelor’s degree in Business Administration, Data Science, Operations Management, or a comparable discipline; Master’s degree is a plus.

Core Skills & Competencies for Success

• Analytical Thinking: Ability to dissect complex datasets, identify trends, and draw insightful conclusions.
• Problem‑Solving: Proactive approach to troubleshooting schedule gaps and SLA shortfalls.
• Technical Acumen: Comfort with coding, scripting, and data‑visualization environments.
• Leadership Presence: Confidence to influence senior stakeholders while nurturing junior talent.
• Customer‑Centric Mindset: Deep understanding of how scheduling decisions impact the end‑customer experience.
• Adaptability: Thrive in a fast‑changing environment, pivoting quickly when demand spikes or business priorities shift.

Career Growth & Learning Opportunities at arenaflex

At arenaflex, we view every role as a launchpad for future leadership. As a Senior Customer Service Scheduling Specialist, you will gain exposure to:

• Strategic decision‑making forums with the VP of Operations and Chief Data Officer.
• Advanced training programs in predictive analytics, machine learning, and AI‑driven workforce planning.
• Mentorship circuits that connect you with senior executives, fostering a clear path to managerial or director‑level positions.
• Opportunities to lead cross‑functional improvement projects that can be showcased on your internal portfolio and CV.

Whether your ambition is to become a Workforce Management Director, an Analytics Lead, or a senior operations strategist, arenaflex invests in your development through tuition reimbursement, conference attendance, and a robust internal learning management system.

Our Culture – People‑First, Innovation‑Driven, Fun

We celebrate diverse perspectives and encourage every team member to bring their authentic self to work. Our Richardson campus features open‑plan collaboration zones, quiet focus rooms, and a pet‑friendly lounge where you can unwind with a four‑legged friend. Monthly “Innovation Hours,” volunteer days, and an annual “Pet‑Champion Awards” ceremony reinforce our commitment to a vibrant, supportive community.

Compensation, Perks, & Benefits (General Overview)

• Competitive base salary commensurate with experience, plus performance‑based bonuses.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• 401(k) plan with company match and financial wellness resources.
• Generous paid time off, holidays, and parental leave policies.
• Employee discount on all arenaflex products, including premium pet supplies.
• Flexible hybrid work model – three days onsite in Richardson, two days remote.
• Regular wellness programs, on‑site fitness classes, and mental health counseling.

Ready to Make an Impact?

If you are passionate about harnessing data to create seamless customer experiences, love collaborating across teams, and thrive in a fast‑paced environment, we want to hear from you. Join arenaflex in Richardson, TX, and become a key driver of our operational excellence while advancing a career that values both your analytical talents and your commitment to service.

How to Apply

Submit your résumé and a concise cover letter outlining your relevant experience and why you’re excited about the role at arenaflex. Our recruitment team reviews applications on a rolling basis, so we encourage you to apply today.

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.