Here at Chewy, we are hiring a Workforce Management Forecasting Data Scientist to support our Workforce Management Pharmacy call center team! You will develop and maintain short-term forecasts across all operational channels, including inbound calls, chats, and back-office queues (charge). This role is essential to aligning staffing with workload demand, enabling informed scheduling, real-time support, and performance planning. The ideal candidate brings strong analytical skills, is comfortable working with complex data, and can articulate actionable insights to WFM and operational leaders.
What You'll Do:
- Create daily and weekly forecasts for volume, handle time, and task durations across multiple queues and channels (contact center and back office)
- Analyze historical trends, business inputs (e.g., promotions, launches), and macro patterns (e.g., seasonality) to refine forecast accuracy
- Collaborate with WFM Scheduler and Real-Time Analysts to ensure workforce alignment with forecasted demand
- Generate forecast accuracy reports and variance explanations, identifying root causes and continuous improvement opportunities
- Build and maintain dashboards in Tableau that visualize forecast performance and key planning metrics
- Partner with operations to gather intelligence on business changes that could affect volume or workload mix
- Conduct scenario planning and "what-if" modeling to inform shift bids, coverage strategies, and performance tradeoffs
- Participate in cross-functional capacity planning meetings and provide workforce impact assessments
- Maintain documentation, forecasting models, and update logs to ensure transparency and repeatability
What You'll Need:
- 2-4 years of experience in forecasting, workforce analytics, capacity planning, or data analytics
- Strong proficiency in Excel (sophisticated formulas, time series modeling, scenario analysis)
- Experience using Oracle, NICE, Genesys, and Tableau for data sourcing, reporting, and visualization
- Ability to synthesize large datasets into clear, business-relevant narratives
- Proven understanding of contact center metrics (SL, AHT) and back-office metrics (TPH, backlog, idle time)
Preferred Qualifications
- Background in supporting healthcare, pharmacy, or multi-channel operations
- Experience using SQL, R, or Python for sophisticated analytics or data manipulation
- Familiarity with long-term capacity planning principles and headcount modeling
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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 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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