<span>Manager, Workforce Analytics</span>

Chewy - Plantation, FL

Full-time - Manager

Plantation, FL

1,001-5,000 employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

Chewy is seeking a Manager of Workforce Analytics to lead the development and optimization of customer care programs within contact centers. This role focuses on enhancing team performance, operational efficiency, and aligning tactical programs with business goals to ensure a customer-first experience. The ideal candidate will be a strategic problem solver with a strong background in workforce management and performance optimization.

Responsibilities

• Develop, implement, and monitor workforce management programs to drive performance and operational efficiency.
• Build and lead a team of workforce management managers and staff, providing mentorship and professional development.
• Identify opportunities for innovation and process improvements in workforce management.
• Serve as the primary point of contact between senior leadership and operational teams, ensuring alignment on goals and performance expectations.
• Establish analytical tools to track trends and predict future workforce needs, using data insights for proactive adjustments.
• Collaborate with HR, IT, and Training departments to align workforce management strategies with contact center operations.
• Build and deliver reports on critical metrics and program outcomes to senior leadership, providing actionable insights for improvements.
• Lead efforts to optimize processes and improve performance based on customer feedback and trends.

Requirements

• 5+ years of workforce management experience, with at least 3 years in a leadership role.
• Deep understanding of contact center operations and workforce management tools (e.g., Kronos/UKG, NICE, Genesys).
• Strong leadership skills with a track record of developing teams and driving performance.
• Excellent verbal and written communication skills for engaging stakeholders at all levels.
• Analytical and problem-solving abilities to drive data-informed decisions.
• Experience in data management and creating actionable insights from various platforms (e.g., Tableau, advanced Excel).
• Ability to work cross-functionally and collaborate with teams across departments.
• Experience with structured methodologies for continuous improvement (e.g., Lean, Six Sigma) is a plus.

Nice-to-haves

• Experience in data programming is a plus.
• Ability to work a flexible schedule to support a 24/7 contact center operation.

Benefits

• Health insurance
• 401k
• Paid holidays
• Professional development opportunities
• Flexible scheduling