As a CS Real Time Analyst, you will lead CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics demonstrating understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to improve the ability for customer service to achieve their business objectives.
What you'll do:
- Continuously analyze business activities in real-time and re-forecast to improve the balance of service levels and occupancy through appropriate measures.
- Make vital 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, planning, and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
- Coordinate all aspects and address immediate responses to events like technical outages, application failures, unforeseen facilities closures (safety-related), and call out to relevant internal and external teams if vital.
- Supervise and process real-time requests and adherence, including generating real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.
- Collaborate with Operations and Workforce Management teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and completing customer service activities.
- Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging manner.
- Build a positive work environment that cultivates successful performance of the customer service team. Display compassion, patience, and understanding while offering accurate mentorship 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 complete practical Real Time Management understanding and application.
- Support any assignments as needed.
- 2+ years of call center Workforce Management experience in contact centers or equivalent experience.
- Skilled in the real-time management of a contact center, ensuring agent availability, accurately forecasting volume, handle time, and maintaining the capacity to meet targeted SLAs and Occupancies.
- Relies on understanding of critical business indicators, including response time, efficiency, optimization metrics, and productivity, to autonomously make informed decisions.
- 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 work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership.
- Proficient in Microsoft Office Suite, including manipulating data, crafting 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) platforms is recommended (e.g., Kronos, Verint, or NICE).
- Ability to work independently and meet deadlines.
- Associate degree or equivalent experience preferred in 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].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
What the Team is Saying
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
Gallery
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
