Our Opportunity:
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 leveraging 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 their business objectives.
What you'll do:
- Continuously analyze business activities in real-time and re-forecast to improve the balance of service levels and occupancy through appropriate measures.
- 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, planning, and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
- Coordinate all aspects and address immediate responses to events like technical outages, application failures, unforeseen facilities closures (safety-related), and call out to relevant internal and external teams if necessary.
- Monitor and process real-time requests and adherence, including generating real-time absenteeism, NCNS, appropriate notification, and occurrence reporting.
- Collaborate with Operations and Workforce Management teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and completing customer service activities.
- Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and encouraging manner.
- Build a positive work environment that nurtures successful performance of the customer service team. Display empathy, patience, and understanding while offering accurate mentorship 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.
- Expand knowledge to complete practical Real Time Management understanding and application.
- Support any assignments as needed.
What you'll need:
- 2+ years of call center Workforce Management experience in contact centers or equivalent experience.
- Skilled in the real-time management of a contact center, ensuring agent availability, accurately forecasting volume, handle time, and maintaining the capacity to meet targeted SLAs and Occupancies.
- Relies on understanding of critical business indicators, including response time, efficiency, optimization metrics, and productivity, to autonomously make informed decisions.
- Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting, and data architecture.
- Confident 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 communications to work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership.
- Proficient in Microsoft Office Suite, including manipulating data, crafting 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+ experience with Workforce Management (back office functionality) platforms is recommended (e.g., Kronos, Verint, or NICE).
- Ability to work independently and meet deadlines.
Bonus:
- Associate degree or equivalent experience preferred in business administration, finance, or statistics.
- Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts.
Chewy is an equal opportunity employer that values and embraces diversity and inclusion. If you require an accommodation during the application process or to perform the job requirements due to a disability under the Americans with Disabilities Act or similar law, or if you need a religious accommodation, please reach out to [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
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 if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
