Manager, Workforce Analytics I
Manager, Workforce Analytics I
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Salary Not Disclosed
1 Vacancy
Job Description
Our Opportunity:
Chewy is seeking a Manager Workforce Analytics I to join our top-tier customer service department in America. This role offers a special chance to merge your analytical skills with your leadership passion in a vibrant and goal-oriented setting. We are looking for a skilled leader who excels in improving operational efficiency through advanced workforce management approaches. As a key team member you will have a significant impact on the evolution of our customer service operations. Demonstrating a focus on customer and agent satisfaction is key for this position!
What Youll Do:
- Develop manage and mentor Workforce Management (WFM) staff to build successful teams that deliver an outstanding customer and agent experience through flawless workforce management knowledge.
- Establish peer-to-peer relationships with other Managers to strictly improve the process efficiency of the workforce management team.
- Use data and quality audits to identify areas for improvement and develop action plans to enhance important metrics and address performance gaps for the team.
- Collaborate with WFM Operations HR training and Leadership teams to establish and build Standard Operating Procedures (SOPs) for existing processes and procedures.
- Ensure that regular performance reviews and feedback are provided to all levels of employees to maintain a highly engaged workforce.
- Maintain and implement new leadership onboarding initiatives to improve the career pathing experience.
- Prepare and deliver analysis to reconcile service level results versus expectations to identify and implement corrective measures to prevent non-SLA target or high occupancy periods.
- Coordinate daily WFM activities in real-time. Address SLA events outages and incidents promptly.
- Act as a resource and backup to support the command center payroll operations and/or agent profile management roles as needed.
- Be an ambassador of the spirit and intent of the Chewy Operating Principles.
What Youll Need:
- BS/BA degree or equivalent experience (i.e. 5 years industry experience in lieu of degree).
- 2-3 years of multi-channel contact center management experience (Workforce Management strongly preferred) with a proven leadership track record and verifiable history of leading successful high-volume teams.
- Comfort adapting to rapidly shifting goals and a willingness to roll up your sleeves to solve a variety of challenges.
- Ability to make agile judgment decisions in ambiguous contact center performance conditions.
- Proven analytical and problem-solving skills with attention to detail and accuracy.
- Proven mentoring skills that can impact both front-line agents and floor leadership.
- Hands-on experience and familiarity with workforce management payroll and ACD systems (e.g. Kronos NICE Cisco etc.) platforms.
- Proficient in Microsoft Office Suite including manipulating data crafting reports visualizations and presentations from scratch.
- Outstanding oral and written communication skills with ease in presenting information to 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.
- Position may require travel.
Bonus:
- Advanced experience in data management a plus 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.
Required Experience:
Manager
Employment Type
Full Time
