Real Time Analyst

ting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.

• Supervise and runs real time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and brings up to appropriate internal and external teams when needed.

• Supervise and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting.

• Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.

• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging engagement.

• Builds a positive work environment that champions successful customer service team performance. Display compassion, perseverance and understanding while providing accurate guidance to agents and teammates.

• Be an ambassador of the spirit and intent of the Chewy Operating Principles

• Commit to learning and developing yourself to better Chewy as a whole!

• Expand knowledge to implement proven tactical Real Time Management understanding & application

• Support any assignments as needed.

What you'll need:

• 2+ years call center Workforce Management experience in contact centers or equivalent experience

• Proven understanding and competency of real time management of a contact center including handling agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies

• Uses proven understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review

• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture

• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.

• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.

• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.

• Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).

• 1 year+ Experience with Workforce Management (back office functionality) platform is recommended (e.g. Kronos, Verint or NICE)

• Ability to work independently and meet deadlines.

• No corrective actions in the past 180 days [Internal Only]

Bonus:

• Associates degree or higher preferred business administration, finance, or statistics.

• Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].

If you have a question regarding your application, please contact [email protected].

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