Workforce Management Scheduling Analyst

n-production activities) to meet or exceed schedule efficiency targets.

• Generate schedules on a regular basis to enhance efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with an extended outlook.

• Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.

• Drive continuous improvement to optimize the operational engagement activities, WFM, forecasting effectiveness, staff planning.

• Work closely with operations management, HR, and other key stakeholders to understand business objectives and provide recommendations to enhance workforce efficiency.

• Serve as a subject matter authority in support of projects and initiatives that involve WFM and/or Scheduling.

• Develop programs to drive continuous improvements in efficiency, and increase agent satisfaction with scheduling flexibility, while maintaining customer SLAs.

• Communicate optimally with peers, stakeholders, and business unit leaders to ensure high quality and timely completion of work requests.

• Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.

• Provide guidance and support to junior analysts, helping to develop their skills and understanding of workforce management principles.

What you'll need:

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

• In Lieu of degree, minimum 3+ years call center Workforce Management experience in contact centers.

• Hands-on experience and familiarity with workforce management and ACD systems; (e.g., NICE, Cisco, etc.).

• Ability to make agile judgement data-based decisions on situations contact center performance results and variations to planning.

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

• Validated analytical and problem-solving skills with attention to detail and accuracy.

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

• Ability to work independently and meet deadlines.

Bonus:

• Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)

• 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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