Manager, Workforce Analytics I

Our Opportunity:
Chewy is seeking a Manager, Workforce Analytics I to join our top-tier customer service department in America. This role offers a special chance to merge your analytical skills with your leadership passion in a vibrant and goal-oriented setting. We are looking for a skilled leader who excels in improving operational efficiency through advanced workforce management approaches. As a key team member, you will have a significant impact on the evolution of our customer service operations. Demonstrating a focus on customer and agent satisfaction is key for this position!
What You'll Do:

• Develop, manage, and mentor Workforce Management (WFM) staff to build successful teams that deliver an outstanding customer and agent experience through flawless workforce management knowledge.
• Establish peer-to-peer relationships with other Managers to strictly improve the process efficiency of the workforce management team.
• Use data and quality audits to identify areas for improvement and develop action plans to enhance important metrics and address performance gaps for the team.
• Collaborate with WFM, Operations, HR, training, and Leadership teams to establish and build Standard Operating Procedures (SOPs) for existing processes and procedures.
• Ensure that regular performance reviews and feedback are provided to all levels of employees to maintain a highly engaged workforce.
• Maintain and implement new leadership onboarding initiatives to improve the career pathing experience.
• Prepare and deliver analysis to reconcile service level results versus expectations to identify and implement corrective measures to prevent non-SLA target or high occupancy periods.
• Coordinate daily WFM activities in real-time. Address SLA events, outages, and incidents promptly.
• Act as a resource and backup to support the command center, payroll operations, and/or agent profile management roles as needed.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles.

What You'll Need:

• BS/BA degree or equivalent experience (i.e., 5+ years industry experience in lieu of degree).
• 2-3 years of multi-channel contact center management experience (Workforce Management strongly preferred), with a proven leadership track record and verifiable history of leading successful, high-volume teams.
• Comfort adapting to rapidly shifting goals and a willingness to 'roll up your sleeves' to solve a variety of challenges.
• Ability to make agile judgment decisions in ambiguous contact center performance conditions.
• Proven analytical and problem-solving skills with attention to detail and accuracy.
• Proven mentoring skills that can impact both front-line agents and floor leadership.
• Hands-on experience and familiarity with workforce management, payroll, and ACD systems (e.g., Kronos, NICE, Cisco, etc.) platforms.
• Proficient in Microsoft Office Suite, including manipulating data, crafting reports, visualizations, and presentations from scratch.
• Outstanding oral and written communication skills, with ease in presenting information to all levels of the Customer Service Organization from agent to Senior Leadership.
• Flexibility to participate in a schedule required to support a 24x7 contact center.
• Position may require travel.

Bonus:

• Advanced experience in data management a plus - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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 [email protected].
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