Chewy is seeking a Manager, Workforce Analytics I to join our top-tier customer service department in America. This role offers a special chance to merge your analytical skills with your leadership passion in a vibrant and goal-oriented setting. We are looking for a skilled leader who excels in improving operational efficiency through advanced workforce management approaches. As a key team member, you will have a significant impact on the evolution of our customer service operations. Demonstrating a focus on customer and agent satisfaction is key for this position!
What You'll Do:
- Develop, manage, and mentor Workforce Management (WFM) staff to build successful teams that deliver an outstanding customer and agent experience through flawless workforce management knowledge.
- Establish peer-to-peer relationships with other Managers to strictly improve the process efficiency of the workforce management team.
- Use data and quality audits to identify areas for improvement and develop action plans to enhance important metrics and address performance gaps for the team.
- Collaborate with WFM, Operations, HR, training, and Leadership teams to establish and build Standard Operating Procedures (SOPs) for existing processes and procedures.
- Ensure that regular performance reviews and feedback are provided to all levels of employees to maintain a highly engaged workforce.
- Maintain and implement new leadership onboarding initiatives to improve the career pathing experience.
- Prepare and deliver analysis to reconcile service level results versus expectations to identify and implement corrective measures to prevent non-SLA target or high occupancy periods.
- Coordinate daily WFM activities in real-time. Address SLA events, outages, and incidents promptly.
- Act as a resource and backup to support the command center, payroll operations, and/or agent profile management roles as needed.
- Be an ambassador of the spirit and intent of the Chewy Operating Principles.
- BS/BA degree or equivalent experience (i.e., 5+ years industry experience in lieu of degree).
- 2-3 years of multi-channel contact center management experience (Workforce Management strongly preferred), with a proven leadership track record and verifiable history of leading successful, high-volume teams.
- Comfort adapting to rapidly shifting goals and a willingness to 'roll up your sleeves' to solve a variety of challenges.
- Ability to make agile judgment decisions in ambiguous contact center performance conditions.
- Proven analytical and problem-solving skills with attention to detail and accuracy.
- Proven mentoring skills that can impact both front-line agents and floor leadership.
- Hands-on experience and familiarity with workforce management, payroll, and ACD systems (e.g., Kronos, NICE, Cisco, etc.) platforms.
- Proficient in Microsoft Office Suite, including manipulating data, crafting reports, visualizations, and presentations from scratch.
- Outstanding oral and written communication skills, with ease in presenting information to all levels of the Customer Service Organization from agent to Senior Leadership.
- Flexibility to participate in a schedule required to support a 24x7 contact center.
- Position may require travel.
- Advanced experience in data management a plus - 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.
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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