Manager, Workforce Analytics

Chewy•Boston, MA

1d•$60,000 - $90,500

About The Position

Chewy is looking for a Manager, Workforce Analytics to join the best customer service department in America. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency through strong workforce management knowledge. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer & agent-first mindset is critical for this role.

Requirements

BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
5+ years of multi-channel contact center management experience in (Workforce Management strongly preferred), with proven leadership track record and verifiable history of managing successful, high-volume teams
Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges
Ability to make agile judgement decisions in ambiguous situations contact center performance conditions.
Proven analytical and problem-solving skills with attention to detail and accuracy.
Proven coaching 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, creating reports, visualizations, and presentations from scratch.
Outstanding oral and written communication skills, comfort-ability and 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.

Nice To Haves

Advanced experience in data management a plus – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

Responsibilities

Develop, manage and coach WFM staff to build successful teams that deliver an exceptional customer and agent experience through workforce management knowledge.
Establish peer-to-peer relationships with other Managers to enhance process efficiency of the workforce management team.
Use data and quality audits to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps for the team.
Collaborate with other with WFM, Operations, HR, training and Leadership teams to establish and build SOPs for existing processes and procedures.
Ensure that regular performance reviews and feedback is provided regularly to all levels of employees to ensure a highly engaged workforce.
Maintain and execute new leadership onboarding initiatives to enhance the career pathing experience.
Prepare and deliver analysis to reconcile service level (supply and demand) results versus expectations to identify corrective measure are taken to prevent non-SLA target or high occupancy periods.
Coordinate real time daily WFM activities and response to events/incidents such as SLA events, technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed.
Act as a resource and back up to support the command center, payrolls operations, and/or agent profile management roles as needed.
Be an ambassador of the spirit and intent of the Chewy Operating Principles.

Benefits

401k
new hire and annual equity grant
medical/Rx
vision
dental
life
disability
hospital indemnity
critical illness
accident
parental leave
family services benefits
backup dependent care
flexible spending accounts
telemedicine
pet adoption reimbursement
employee assistance program
10% off pet insurance
20% off at Chewy.com
unlimited PTO, subject to manager approval
six paid holidays per year
paid sick and family leave in compliance with applicable state and local regulations