Real-Time Workforce Analyst: Intraday Performance

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

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.