Our Opportunity:
As a Workforce Management (WFM) Scheduling Sr Analyst you will develop and maintain optimal input and scheduling models to ensure we meet our weekly, daily, and intra-day goals and agent experience guidelines. This role will partner with a diverse group of stakeholders and high-level leaders to understand business objectives and provide recommendations to enhance workforce efficiency. The role will take ownership for scheduling efficiency ratios and accuracy to the model projections. They will bridge variations from a result of unexpected variations in demands and staffing to determine modeling improvements to minimize variances to planning.
What you'll do:
- Develop and maintain sophisticated models to analyze planning inputs to drive an accurate alignment to demand and staffing structure (i.e., shrinkage patterns, TOD variation, standardize non-production activities) to meet or exceed schedule efficiency targets.
- Generate schedules on a regular basis to enhance efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with an extended outlook.
- Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.
- Drive continuous improvement to optimize the operational engagement activities, WFM, forecasting effectiveness, staff planning.
- Work closely with operations management, HR, and other key stakeholders to understand business objectives and provide recommendations to enhance workforce efficiency.
- Serve as a subject matter authority in support of projects and initiatives that involve WFM and/or Scheduling.
- Develop programs to drive continuous improvements in efficiency, and increase agent satisfaction with scheduling flexibility, while maintaining customer SLAs.
- Communicate optimally with peers, stakeholders, and business unit leaders to ensure high quality and timely completion of work requests.
- Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.
- Provide guidance and support to junior analysts, helping to develop their skills and understanding of workforce management principles.
What you'll need:
- Associates degree or higher preferred business administration, finance, or statistics.
- In Lieu of degree, minimum 3+ years call center Workforce Management experience in contact centers.
- Hands-on experience and familiarity with workforce management and ACD systems; (e.g., NICE, Cisco, etc.).
- Ability to make agile judgement data-based decisions on situations contact center performance results and variations to planning.
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Validated analytical and problem-solving skills with attention to detail and accuracy.
- Excellent written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
- Ability to work independently and meet deadlines.
Bonus:
- Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
- Proficient in data management - 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. 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.
Gallery
Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
