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Real Time Analyst

Company: Chewy
Location: Hollywood
Posted on: May 13, 2022

Job Description:

Our Opportunity:
As a Customer Service Workforce Specialist II (Real Time Analyst), you will manage CS Operations and Customer Experience through a combination of real time performance management, agent utilization management, intermediate reporting, and insights delivery through a strong understanding of data and workforce 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:


  • Real-time Monitoring of Customer Service demand and staffing variations.
  • Oversee and manages countermeasures to minimize planning variances of Chewy customer service including making decisions 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 such as technical outages, application failures, unanticipated facilities closures (safety related), and escalates to appropriate internal and external teams when needed.
  • Deliver bridge, synopsis, insights, and plan of action for performance activities multiple times per day to wide range of audiences including senior contact center leadership.
  • Use solid understanding of key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment .
  • Monitor real-time adherence to schedules for call center associates.
  • Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
  • Communicate effectively with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Connect with agents and emergency contacts when needed to confirm presence
  • Maintain---composure---in high pressure, escalated -situations------
  • Support RTA1 and Time Ops Duties as needed.
  • Propose and implement ongoing innovations and improvements to Workforce Management processes.

    What you'll need:

    • Associates degree or higher preferred business administration, finance or statistics.
    • Minimum 1-3 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 decisions based on ambiguous situations contact center performance conditions.
    • Proficient in Microsoft---Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
    • Proven analytical and problem-solving skills with attention to detail and accuracy.
    • Good written and verbal communications to be able to clearly concisely work with 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.
    • Ability to work independently and meet deadlines.
    • Must meet Performance and Quality metrics goals (averaged) for the last 30 days -
    • No corrective actions in the past 90 days -
    • Solid 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
    • Proficient in Microsoft---Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch
    • Excellent verbal, written communication with the ability to empathize and deliver clear, concise messaging
    • 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.
    • Ability to maintain confidentiality of sensitive information
    • Experience with Workforce Management platform is recommended (e.g. Kronos, Verint or IEX)

      Bonus:

      • 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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact . -
        -
        To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: -).

Keywords: Chewy, Hollywood , Real Time Analyst, Professions , Hollywood, Florida

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