As a CS Real Time Analyst, you will manage 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, reforecasting to implement countermeasures to improve the 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.
- Offer analyses, synopses, viewpoints, and tactics for forecasting and synchronizing operational duties throughout the day and following assessments to improve Customer Support accomplishments.
- Coordinate and manage real-time responses to events such as technical outages, application failures, unanticipated facilities closures, and bring up to appropriate internal and external teams when needed.
- Monitor and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.
- Work together with Operations and Workforce Management colleagues to pinpoint opportunities for innovation and ongoing enhancement in forecasting, planning, and carrying out customer service activities.
- Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging engagement.
- Build a positive work environment composing successful customer service team performance. Display empathy, patience, and understanding while providing 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 implement solid tactical Real-Time Management understanding & application.
- Provide support for a variety of assignments and team initiatives as needed.
- 2+ years of call center Workforce Management experience in contact centers or similar roles.
- Experienced in coordinating a contact center, leading all aspects of agent availability, tracking volume, and meeting business requirements.
- Solid understanding of key business indicators such as response time, efficiency, optimization metrics, and productivity to make the best decision in the moment 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 on how to reach a solution based on changing contact center performance conditions.
- Strong written and verbal communication skills, with the ability to collaborate clearly and effectively across all levels of the Customer Service organization, from agents 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) platform is recommended (e.g., Kronos, Verint, or NICE).
- Ability to work independently and meet deadlines.
- Associate degree or equivalent experience in business administration, finance, or statistics is preferred.
- Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
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What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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