Manager, Workforce Analytics

Chewy; Goodyear (AZ); On-site; USD 60,000 - 91,000; Full time

Benefits offered by this job

401k

Annual equity grant

Annual bonus

Job summary

Chewy is hiring a Manager, Workforce Analytics to lead a multi-site WFM team and drive improvements in customer and agent experiences through workforce management expertise.

You will partner with WFM, Operations, HR and Training to build SOPs, coach staff and ensure SLAs are met for a 24x7 operation. This role requires strong leadership, analytics, and a culture of continuous improvement.

Qualifications

• BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
• 5+ years of multi-channel contact center management experience with proven leadership in high-volume teams
• Ability to adapt to rapidly shifting goals and roll up sleeves to solve challenges
• Ability to make agile judgements in ambiguous situations in contact center performance
• Proven analytical and problem-solving skills with attention to detail and accuracy
• Advanced experience in data management (SQL, Python, VBA, Tableau, macros, pivot tables/charts)
• Proven coaching skills impacting front-line agents and floor leadership
• Hands-on experience with WFM, payroll, and ACD systems (Kronos, NICE, Cisco)
• Proficient in Microsoft Office with data reporting and visualizations
• Excellent oral/written communication, presenting to all levels of the CS org
• Flexibility for a 24x7 schedule; travel may be required

Responsibilities

• Develop, manage and coach WFM staff to build teams delivering exceptional customer and agent experience
• Establish peer relationships with other Managers to enhance WFM processes
• Use data and audits to identify opportunities and improve KPIs
• Collaborate with WFM, Operations, HR, training and Leadership to build SOPs
• Ensure regular performance reviews and feedback for engagement
• Lead onboarding initiatives to enhance career pathing
• Prepare analyses reconciling service level vs expectations to correct gaps
• Coordinate real-time WFM activities and respond to events/incidents
• Back up command center, payroll ops, and agent profile management as needed
• Be an ambassador of Chewy Operating Principles

Skills

Workforce management

Coaching

Data analytics

Communication

Leadership

Problem solving

Attention to detail

Agile judgement

Team leadership

Education

BS/BA degree or equivalent experience

5+ years industry experience in lieu of degree

Tools

Kronos

NICE

Cisco

SQL

Python

VBA

Tableau

Job description

Job Description:

Our Opportunity:

Chewy is looking for a Manager, Workforce Analytics to join the best customer service department in America. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency through strong workforce management knowledge. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer & agent-first mindset is critical for this role.

What You’ll Do:

• Develop, manage and coach WFM staff to build successful teams that deliver an exceptional customer and agent experience through workforce management knowledge,
• Establish peer-to-peer relationships with other Managers to enhance process efficiency of the workforce management team.
• Use data and quality audits to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps for the team
• Collaborate with other with WFM, Operations, HR, training and Leadership teams to establish and build SOPs for existing processes and procedures.
• Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce
• Maintain and execute new leadership onboarding initiatives to enhance the career pathing experience.
• Prepare and deliver 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.
• 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.
• Act as a resource and back up to support the command center, payrolls operations, and/or agent profile management roles as needed.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles

What You’ll Need:

• BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
• 5+ years of multi-channel contact center management experience in (Workforce Management strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams
• Must be comfortable adapting to rapidly shifting goals, and willing to 'roll up your sleeves' to solve a variety of challenges
• Ability to make agile judgement decisions in ambiguous situations contact center performance conditions.
• Proven analytical and problem-solving skills with attention to detail and accuracy.
• Advanced experience in data management a plus- SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts
• Proven coaching 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 MicrosoftOffice Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Outstanding oral and written communication skills, comfort-ability and 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

The base salary range for this role is $60,000 - $90,500.00.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

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 [e-mail].

To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.