Chewy
We're on a quest to help people connect through pets.
Dallas-Fort Worth, TX

Customer Service Forecasting Analyst at Chewy (Dallas, TX)

| Dallas-Fort Worth, TX
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Our Opportunity:

As a CS Forecasting Analyst will develop and maintain optimal input and scheduling models to forecast and plan the appropriate staffing alignment to demands for the service center staff to ensure we meet our weekly, daily, and intra-day goals and agent experience guidelines. They will develop and maintain SLA, occupancy, OT, and VTO projections. The role will take ownership for scheduling efficiency ratios and accuracy to the model projections. They will bridge variations from a result of unexpected variations in demands and staffing to determine modeling improvements to minimize variances to planning.

What you'll do:

  • Model the planning input to drive an accurate projection of demands (volume patterns, AHT) and staffing structure (i.e., shrinkage patterns, TOD variation, standardize meetings).
  • Develop schedules on a regular basis to maximize efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with a extended outlook.
  • Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.
  • Drive continuous improvement to optimize the operational engagement activities, WFM, forecasting effectiveness, staff planning.
  • Develop programs to maximize agent satisfaction with scheduling flexibility while maintaining general business requirement to meet customer SLAs.
  • Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Support inquiries from site management and agents in a timely and accurate manner.
  • Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.
  • Prepare and deliver planning variance analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to minimize non-SLA target or high occupancy periods.
  • Be an ambassador of the spirit and intent of the Chewy Operating Principles
  • Support other WFM assignments as directed

What you'll need:

  • Associates degree or higher preferred business administration, finance, or statistics.
  • In Lieu of degree, minimum 3+ years call center Workforce Management experience in contact centers.
  • Hands-on experience and familiarity with workforce management and ACD systems; (e.g., NICE, Cisco, etc.).
  • Ability to make agile judgement data-based decisions on situations contact center performance results and variations to planning.
  • Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
  • Proven analytical and problem-solving skills with attention to detail and accuracy.
  • 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.
  • Ability to work independently and meet deadlines.
  • (Internal) Must meet Performance and Quality metrics goals (averaged) for the last 30 days 
  • (Internal) No corrective actions in the past 90 days 

Bonus:

  • Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
  • 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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected] 
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
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    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS
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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

An Insider's view of Chewy

What’s the vibe like in the office?

Fast paced! We work in "doggy-years" here. It's a place where talent and hard work is valued and where team members can think big and can bring their dreams to life.

Greg

Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

At Chewy, one of our operating principles is Accelerate Time. We release new features weekly, fail fast, and iterate often to bring incremental progress quickly to our Pet Parents. Our success is driven by a customer first mentality, a culture of collaboration, and empowering individuals and teams.

Heather

Associate Director, Product Management

How does the company support your career growth?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!

Rich

Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.

Mike

VP, Software Engineering

What projects are you most excited about?

Collaborating with so many different teams on a daily basis and seeing how we all come together to help pet parents find the products that they need for their pets.

Victoria

Senior Integrated Marketing Manager

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