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. This position requires a deep understanding of contact center operations and workforce management principles. You will be responsible for providing leadership teams with timely and accurate reports on intraday performance, which will help maximize the ability of customer service to achieve its business objectives. Your analytical skills will be essential in continuously analyzing business activities in real-time, allowing you to re-forecast and execute countermeasures that balance service levels and occupancy effectively. In this role, you will make necessary adjustments to staffing plans and coordinate with operations teams to meet service level goals and business objectives. You will deliver comprehensive insights, plans of action, and operational activities both intraday and post-mortem to support continuous improvement in Customer Service performance results. Additionally, you will oversee and manage real-time responses to various events, such as technical outages and application failures, ensuring that appropriate internal and external teams are notified when necessary. Monitoring real-time adherence will be a key responsibility, which includes generating reports on absenteeism, agent hotline contacts, and other relevant metrics. You will collaborate closely with Operations and Workforce Management teammates to identify areas for innovation and continuous improvement in forecasting, planning, and execution of customer service activities. Your role will also involve engaging in effective communication with agents and operations, fostering a positive work environment that encourages successful team performance. As an ambassador of Chewy's Operating Principles, you will commit to personal development and contribute to the overall success of the organization.
Responsibilities
- Continuously analyze business activities in real-time and re-forecast to execute countermeasures to maximize balance of 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 response 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.
- Commit to learning and developing oneself to better Chewy as a whole.
- 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 based on key business indicators such as response time, efficiency, and optimization metrics without additional supervisory review.
- Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture.
- Confidence in making 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 clearly and concisely.
- Proficiency 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 platform (e.g., Kronos, Verint, or NICE) is recommended.
- Ability to work independently and meet deadlines.
Nice-to-haves
- Associates degree or higher in business administration, finance, or statistics preferred.
- Proficiency in data management tools such as SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.
