Real-Time Analyst III

See more jobs from Chewy.com

almost 4 years old

This job is no longer active

Our Opportunity:

Chewy is hiring a Real-Time Analyst III in Dallas, TX or Hollywood, FL. This role is responsible for analyzing and administering operational performance in the call centers utilizing workforce management systems and standardized protocols to maximize the ability for customer service to achieve the business objectives for our customers.  The role may be assigned a focus in time operations, command center, profile & roster management wholly or in tandem with other peers and stakeholders.  They are responsible for the performance, development and progression of their team members as well as ensuring each component or function of workforce management works together in a seamless fashion for all stakeholders.  Driving continuous process improvement for the workforce management system, protocols, reporting, and communications including, but not limited to, assuring data integrity, updating the data bases supported.  This person will have expert understanding of data, workforce, contact center operations principles.

What You'll Do:

  • Coach, teach, train team for technical and non-technical competencies, manage performance of team
  • Identify emerging talent, foster and support growth within team.
  • Be a cultural leader where actions and coaching meets or exceeds the spirit and intent of Chewy's operating principles.
  • Support effective processing of Time Operations, Command Center, Profile & Roster Management.
  • Review and audit reporting and communications to ensure accuracy and clarity
  • Monitor and drive effectiveness and clarity of requests and communications channels in customer service including reporting, text, alerts, bridges, and chats
  • Oversee and manages countermeasures to minimize planning variances of Chewy customer service including making decision on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience and service levels.
  • Oversee and manages real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed
  • Delivers bridge, synopsis, insights and plan of action for performance activities multiple day to wide range of audiences including senior contact center leadership
  • Partners closely with operational stakeholders.
  • Delivers insights, outcomes and analysis through in written, numeric and visual formats
  • Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
  • Provide Audits, root-cause analysis, and feedback to reduce defects for Time Operations, Command Center, Profile & Roster Management.
  • Identify other projects, duties and assignments as directed.

What You'll Need:

  • 3-4 years customer service experience with at least 1 year with supervisory or management experience.
  • 2+ years working with Workforce Management teams or processes in a Contact Center.
  • Expert understanding of the concepts of contact center demand workload, staffing, and scheduling.
  • Confident making decisions in ambiguous situations without specific direction on how to reach a solution
  • Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations and presentations from scratch
  • Flexibility to participate in a schedule required to support a 24x7 contact center.
  • Ability to make agile judgement decisions based on changing contact center performance conditions.

Bonus:

  • Bonus: Advanced data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts
  • 1-2 years’ experience with Workforce Management platform is recommended (i.e. Verint or IEX)

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy).