CS Real Time Analyst

About the position

As a CS Real Time Analyst at Chewy, you will play a crucial role in managing Customer Service (CS) Operations, enhancing Customer Experience, and optimizing Agent performance through a combination of real-time performance management, agent utilization management, reporting, and analytics. Your expertise in contact center operations and workforce management principles will be essential in providing leadership teams with timely and accurate reports on intraday performance, enabling them to maximize the effectiveness of customer service in achieving business objectives. In this position, you will continuously analyze business activities in real-time, re-forecasting to execute countermeasures that balance service levels and occupancy. You will be responsible for making necessary adjustments in staffing plans and coordinating with operations teams to meet service level goals and business objectives. Your role will also involve delivering bridges, synopses, insights, and plans of action for forecasting and planning, as well as operational activities both intraday and post-mortem, to support the continuous improvement of Customer Service performance results. You will oversee and manage real-time responses to events such as technical outages, application failures, and unanticipated facilities closures, escalating issues to appropriate internal and external teams as needed. Monitoring and processing real-time adherence will be part of your responsibilities, including generating reports on absenteeism, agent hotline contacts, and occurrence reporting. Collaboration with Operations and Workforce Management (WFM) teammates will be key in identifying areas for innovation and continuous improvement in forecasting, planning, and execution of customer service activities. Creating a positive work environment that fosters successful customer service team performance is essential. You will engage in Chewtopian level communications with agents and operations while monitoring and addressing agent behaviors in a consistent and supportive manner. As an ambassador of the spirit and intent of the Chewy Operating Principles, you will commit to learning and developing yourself to contribute positively to Chewy as a whole. Additionally, you will support any assignments as needed, learning to execute the fundamentals of real-time management.

Responsibilities
• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
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• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
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• Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
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• Oversee and manage real-time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and escalate to appropriate internal and external teams when needed.
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• Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, appropriate notification and occurrence reporting.
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• Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
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• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
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• Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
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• Be an ambassador of the spirit and intent of the Chewy Operating Principles.
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• Commit to learning and developing yourself to better Chewy as a whole!
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• Learn to Execute the Fundamentals of Real Time Management.
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• Support any assignments as needed.

Requirements
• 2+ years call center Workforce Management experience in contact centers or equivalent experience.
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• Solid understanding and competency of real-time management of a contact center including managing agent availability, forecast vs. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies.
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• Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review.
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• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture.
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• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
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• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership.
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• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
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• Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
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• 1 year+ Experience with Workforce Management (back-office functionality) platform is recommended (e.g. Kronos, Verint or NICE).
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• Ability to work independently and meet deadlines.

Nice-to-haves
• Associates degree or higher preferred in business administration, finance, or statistics.
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• Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts.

Benefits
• Competitive wages and retirement benefits such as 401k and Long-Term Incentives (LTI)
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• Chewy University (Chewy U) for learning, growth, and development resources
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• 20% Team Member discount on Chewy.com
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• Unlimited PTO (for Exempt, Full-Time, salaried employees)
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• Pet-friendly Chewy Corporate hubs in Boston, MA; Bellevue, WA; and Plantation, FL
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• Maternity/Paternity and family bonding leave covered at 100%
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• Paw-ternity Leave (yes-that means time off when you adopt a new pet)
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• DEI-focused Team Member Resource Groups (TMRGs)

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