Manager, Workforce Analytics — CX & WFM Leader

Chewy; Richardson (TX); On-site; USD 60,000 - 91,000; Full time

Job summary

Chewy is seeking a Manager, Workforce Analytics to lead the workforce management team in our customer service organization. You will build and coach high-performing WFM staff, drive efficiency through data-driven decisions, and partner with Operations, HR, Training, and leadership to establish robust SOPs.

The role requires 5+ years in multi-channel contact center management and strong analytics (SQL, Python, Tableau).

Qualifications

• BS/BA degree or equivalent experience; 5+ years industry experience in lieu of degree.
• 5+ years multi-channel contact center management experience in Workfor ce Management preferred.
• Proven leadership and ability to coach teams.
• Proficiency in data tools: SQL, Python, Tableau.

Responsibilities

• Develop and coach WFM staff to build successful teams delivering exceptional customer/agent experience.
• Establish relationships with other Managers to improve workforce process efficiency.
• Use data and quality audits to identify opportunities and develop action plans to improve KPIs.
• Collaborate with WFM, Operations, HR, Training and Leadership to build SOPs for processes.
• Conduct regular performance reviews and feedback; maintain engaged workforce.
• Lead onboarding initiatives for leadership development and career pathing.
• Prepare analyses to reconcile service level vs expectations and take corrective actions.
• Coordinate real-time WFM activities and respond to events/incidents; escalate as needed.
• Support command center, payroll operations, and agent profile management as needed.

Skills

Workforce management

Leadership

Data analysis

SQL

Python

Education

BS/BA degree or equivalent experience

Tools

Kronos

NICE

Cisco

Tableau

Pivot tables

Excel

Job description

Chewy is seeking a Manager, Workforce Analytics to lead the workforce management team in our customer service organization. You will build and coach high-performing WFM staff, drive efficiency through data-driven decisions, and partner with Operations, HR, Training, and leadership to establish robust SOPs.

The role requires 5+ years in multi-channel contact center management and strong analytics (SQL, Python, Tableau).