About the position
As a CS Real Time Analyst at Chewy, you will play a crucial role in managing Customer Service Operations, enhancing Customer Experience, and optimizing Agent performance through effective real-time performance management. Your responsibilities will include analyzing business activities in real-time, re-forecasting, and executing countermeasures to ensure a balance between service levels and occupancy. You will be responsible for making necessary adjustments in staffing plans and coordinating with operations teams to meet service level goals and business objectives. In this position, you will deliver comprehensive reports and insights on intraday performance, providing leadership teams with timely and accurate information to maximize the effectiveness of customer service operations. You will oversee real-time responses to various events, such as technical outages and application failures, and escalate issues to the appropriate internal and external teams as needed. Additionally, you will monitor real-time adherence, manage absenteeism reporting, and collaborate with Operations and Workforce Management (WFM) teams to identify areas for innovation and continuous improvement in forecasting and planning. Your role will also involve engaging in effective communication with agents and operations, fostering a positive work environment that encourages successful team performance. You will be expected to display empathy and understanding while providing accurate guidance to agents and teammates. As an ambassador of Chewy's Operating Principles, you will commit to personal development and contribute to the overall success of the organization. You will also be responsible for executing the fundamentals of Real Time Management and supporting any additional assignments as needed.
Responsibilities
- Continuously analyze business activities in real-time and re-forecast to execute countermeasures to maximize service levels and occupancy.
- Make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives.
- Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
- Oversee and manage real-time responses to events such as technical outages, application failures, and unanticipated facilities closures, escalating to appropriate teams when needed.
- Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, and appropriate notification and occurrence reporting.
- Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
- Engage in effective communication with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive manner.
- Create a positive work environment that fosters successful customer service team performance, displaying empathy, patience, 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!
- Learn to execute the fundamentals of Real Time Management.
- Support any assignments as needed.
Requirements
- 2+ years of call center Workforce Management experience in contact centers or equivalent experience.
- Solid understanding and competency in real-time management of a contact center, including managing agent availability and balancing business-targeted SLAs and Occupancies.
- Ability to make decisions in ambiguous situations without specific direction based on changing contact center performance conditions.
- Good written and verbal communication skills to work with all levels of the Customer Service Organization, from agents to Senior Leadership.
- Proficient in Microsoft Office Suite, including data manipulation, report creation, visualizations, and presentations.
- 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) platforms such as Kronos, Verint, or NICE.
- Ability to work independently and meet deadlines.
Nice-to-haves
- Associates degree or higher in business administration, finance, or statistics preferred.
- Proficient in data management tools such as SQL, Python, VBA, Tableau, macros, and pivot tables.
