Manager, Workforce Analytics & Insights (Equity)

Chewy, Inc.; 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

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.