Real Time Analyst II

Chewy; Juneau (AK); On-site; USD 65,000 - 95,000; Full time

Job summary

Chewy is seeking a CS Real Time Analyst to manage intraday customer service operations, performance metrics, and agent throughput through real‑time forecasting, reporting, and analytics. You will partner with WFM and operations to maximize service levels while keeping occupancy balanced and costs reasonable.

You will monitor agent adherence, manage scheduling adjustments, and drive continuous improvement initiatives to support Chewy’s customer experience objectives.

Qualifications

• 2+ years of call center workforce management experience.
• Strong real-time management skills for a contact center.
• Proficient understanding of forecasting, occupancy, and service levels.
• Ability to make decisions in ambiguous situations without direct guidance.
• Excellent written and verbal communication across all levels.

Responsibilities

• Monitor intraday activities and re-forecast to balance service levels and occupancy.
• Adjust staffing plans and coordinate with operations to meet SLAs.
• Deliver insights and action plans for forecasting and intraday planning and post-mortem.
• Oversee real-time responses to outages or failures and escalate as needed.
• Track real-time adherence, absenteeism, and occurrence reporting.
• Collaborate with Operations and WFM to drive forecasting improvements.
• Communicate with agents and operations to address agent behavior consistently.
• Promote a positive work environment aligned with Chewy principles.

Skills

Real-time management

Forecasting

Staffing plans

WFM software

Education

Associate’s degree or higher in business administration, finance, or statistics

Tools

Kronos

Verint

NICE

SQL

Python

Tableau

VBA

Excel

Job description

Overview

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 that leverage an 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 its business objectives.

What you’ll do

• Continuously analyze business activities in real time, re‑forecasting to execute countermeasures that maximize the balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinate 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 manage real‑time response to events such as technical outages, application failures, and unanticipated facilities closures, escalating to appropriate internal and external teams when needed.
• Monitor and process real‑time adherence, including generation of absenteeism, agent hotline contacts, NCNS, appropriate notification, and occurrence reporting.
• Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
• Engage in Chewtopian‑level communications with agents and operations when monitoring and addressing agent behaviors in a consistent and supportive manner.
• Create 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.
• Learn to execute the fundamentals of real‑time management.
• Support any assignments as needed.

What you’ll need

• 2+ years of 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 versus actual volume, handle time, and capacity to deliver balanced business‑targeted SLAs and occupancies.
• Proficient understanding of key business indicators such as response time, efficiency, optimization metrics, and productivity to make optimal decisions in the moment without additional supervisory review.
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture.
• Confidence 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 communication skills to work with all levels of the customer service organization, from agent to senior leadership.
• Proficient in Microsoft Office 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 of experience with workforce management (back‑office functionality) platforms such as Kronos, Verint, or NICE is recommended.
• Ability to work independently and meet deadlines.

Bonus

• Associate’s degree or higher in business administration, finance, or statistics preferred.
• Proficiency in data management—SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts.

Equal Opportunity

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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 you need a religious accommodation, please contact [e-mail]. If you have a question regarding your application, please contact [e-mail]. To access Chewy's Customer Privacy Policy, please read the policy. To access Chewy's California CPRA Job Applicant Privacy Policy, please read that policy.