Real-Time Workforce Optimization 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

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.