Real-Time Analyst

Chewy; Arizona; On-site; USD 65,000 - 90,000; Full time

Job summary

Chewy is seeking a CS Real Time Analyst to manage CS Operations, Customer Experience, and Agent performance through real-time management, forecasting, and analytics. You will provide leadership with timely intraday reports to maximize service objectives.

Collaborate with WFM and Operations to optimize staffing, monitor occupancy, address outages, and drive continuous improvement. A 24x7 schedule and strong communication are essential.

Qualifications

• 2+ years of call center workforce management experience.
• Strong real-time management of a contact center including staffing and occupancy.
• Ability to forecast, analyze and report intraday performance data.
• Clear written and verbal communication across all leadership levels.

Responsibilities

• Real-time analysis to balance service levels and occupancy.
• Adjust staffing plans and coordinate with operations to meet SLAs.
• Deliver intraday forecasts, insights and action plans.
• Manage real-time responses to outages and incidents.
• Collaborate with Ops and WFM for continuous improvement.

Skills

Real Time Analytics

Forecasting

WFM Knowledge

Data Visualization

Communication

Excel & BI Basics

Decision Making

Tools

SQL

Python

VBA

Tableau

Job description

Our Opportunity

As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.

Job Description

Workforce Specialist 2 (RTA2)

As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.

What You’ll Do

• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Oversee and manages real time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and escalates to appropriate internal and external teams when needed.
• Monitor and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, appropriate notification and occurrence reporting.
• Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
• Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles
• Commit to learning and developing yourself to better Chewy as a whole!
• Expand knowledge to execute solid tactical Real Time Management understanding & application
• Support any assignments as needed.

What You’ll Need

• 2+ years call center Workforce Management experience in contact centers or equivalent experience
• Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies
• Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
• Proficient in MicrosoftOffice Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
• 1 year+ Experience with Workforce Management (back office functionality) platform is recommended (e.g. Kronos, Verint or NICE)
• Ability to work independently and meet deadlines.
• No corrective actions in the past 180 days [Internal Only]

Bonus

• Associates degree or higher preferred business administration, finance, or statistics.
• Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

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].

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