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Dallas-Fort Worth, TX

Customer Service Workforce Analyst at Chewy (Dallas, TX)

| Dallas-Fort Worth, TX
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Our Opportunity:

As a CS Workforce 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:

  • 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 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.
  • Provide Audits, root-cause analysis, scorecards, and feedback to reduce defects for Time Operations, Command Center, Agent Profile Management activities. Drive ongoing innovations and process improvements.
  • Coordinate 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.
  • Drive continuous improvement to optimize the operational engagement activities, WFM, forecasting effectiveness, staff planning.
  • Builds collaborative working relationships and confidence with WFM, Operations, HR, training and Leadership teams.
  • Act as a resource and back up to support the command center/RTA, payrolls operations, and/or agent profile management roles as needed.
  • Supervise Real-time analyst to support their coach, development, and performance activities.
  • Support other WFM assignments as directed.
  • Be an ambassador of the spirit and intent of the Chewy Operating Principles

What you'll need:

  • Associates degree or higher preferred business administration, finance, or statistics.
  • In Lieu of degree, minimum 3-5 years call center Workforce Management experience in contact centers.
  • Hands-on 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.
  • 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 clearly concisely work with 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.
  • Ability to work independently and meet deadlines.


  • Advanced experience 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] 
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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
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS

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!

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
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) 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.


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.


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!


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.


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.


Senior Integrated Marketing Manager

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