Our Opportunity:
As a Senior Real-Time Analyst, you will be responsible for analyzing and administering operational performance and progression metrics in the call centers by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. Additionally, you may be assigned a focus in command center, payrolls operations, and/or agent profile Management wholly or in tandem with other peers and stakeholders. This role is responsible for measuring performance and progression of metrics as well as ensuring each component or function of Workforce Management works together in a seamless fashion for all stakeholders and WFM teammates.
What you'll do:
- Analyzes and coordinates real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
- Uses expert understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
- Prepare and deliver prior day/outlook analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to prevent non-SLA target or high occupancy periods. Support stakeholders inquiries in a clear concise manner.
- Delivers actionable reports, insights, outcomes and analysis through in written, numeric and visual formats - Excel, Tableau, written narrative, Powerpoint/Slides
- Provide Audits, root-cause analysis, scorecards, and feedback to reduce defects for Time Operations, Command Center, Agent Profile Management activities to related teams, operations through senior contact center leadership. Drive ongoing innovations and process improvements.
- Train & mentor workforce specialist and Real-Time Analysts on both technical and soft skills such as effective communication, presentation of data, and managing conflict
- Collaborates with WFM, Operations, HR, training and Leadership teams to identify areas of innovation and contuous improvement opportunities in forecasting, planning and executions of customer service activities.
- Lead small to medium process improvement projects
- Operate as the technical leader and point of contact for their assigned shift
- 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 Workforce Duties as needed.
What you'll need:
- 3+ years call center Workforce Management and contact center experience
- Strong experience and familiarity with workforce management, payroll, and ACD systems; (e.g., Kronos, NICE, Cisco, etc.).
- Ability to make agile judgement decisions based on ambiguous situations contact center performance conditions.
- Solid understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Confident making decisions in ambiguous situations without specific direction on how to reach a solution
- Excellent written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
- Expert understanding and ability to train concepts of key contact center & workforce management indicators such as response time, efficiency and optimization metrics and productivity
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Flexibility to be scheduled required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
- Ability to work independently and meet deadlines.
- No corrective actions in the past 180 days
Bonus:
- Associates degree or higher preferred business administration, finance, or statistics.
- Familiar to proficient with some these applications, concepts, and methodologies: SQL, Python (or other programming language), R, Project Management, Content Creation, Tableau, Data Visualization, Adult Learning, Instructional Design
- Advanced Excel – VBA, 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].
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Top Skills
What the Team is Saying
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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Employees engage in a combination of remote and on-site work.
