CS Analyst - Hiring Immediately

About the position

As a CS Real Time Analyst at Chewy, you will play a crucial role in managing Customer Service Operations, focusing on enhancing the Customer Experience and optimizing Agent performance. This position requires a blend of real-time performance management, agent utilization management, and analytics, all grounded in a solid understanding of contact center operations and workforce management principles. Your primary responsibility will be to provide leadership teams with timely and accurate reports on intraday performance, enabling the customer service department to meet its business objectives effectively. In this role, you will continuously analyze business activities in real-time, re-forecasting as necessary to implement countermeasures that maximize the balance between service levels and occupancy. You will be responsible for making adjustments to staffing plans and coordinating with operations teams to ensure that service level goals and business objectives are met. Additionally, you will deliver comprehensive insights, plans of action, and operational activity reports both intraday and post-mortem, supporting the continuous improvement of Customer Service performance results. You will oversee and manage real-time responses to various events, including technical outages, application failures, and unanticipated facility closures, escalating issues to the appropriate internal and external teams as needed. Monitoring real-time adherence will also be a key part of your responsibilities, which includes generating reports on absenteeism, agent hotline contacts, and other relevant metrics. Collaboration with Operations and Workforce Management teammates will be essential to identify areas for innovation and continuous improvement in forecasting, planning, and execution of customer service activities. Creating a positive work environment is paramount, and you will be expected to engage in supportive communications with agents and operations while monitoring and addressing agent behaviors. As an ambassador of Chewy's Operating Principles, you will commit to personal learning and development to contribute positively to the organization as a whole. You will also be expected to execute the fundamentals of Real Time Management and support any additional assignments as needed.

Responsibilities
? Continuously analyze business activities in real-time and re-forecast to execute countermeasures to maximize service levels and occupancy.
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? Make necessary adjustments in staffing plans and coordinate 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.
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? Oversee and manage real-time responses to events such as technical outages, application failures, and unanticipated facilities closures.
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? Monitor and process real-time adherence, including generation of real-time absenteeism and appropriate notification and occurrence reporting.
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? Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities.
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? Engage in supportive communications with agents and operations when monitoring/addressing agent behaviors.
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? Create a positive work environment that fosters successful customer service team performance.
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? Commit to learning and developing yourself to better Chewy as a whole.
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? Support any assignments as needed.

Requirements
? 2+ years of 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 and delivering balanced business targeted SLAs and Occupancies.
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? Ability to make decisions in ambiguous situations without specific direction based on changing contact center performance conditions.
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? Good written and verbal communication skills to work with all levels of the Customer Service Organization.
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? Proficient in Microsoft Office Suite, including data manipulation, report creation, and visualizations.
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? Flexibility to participate in a schedule required to support a 24x7 contact center.
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? 1 year+ experience with Workforce Management 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 in business administration, finance, or statistics preferred.
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? Proficient in data management tools such as SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.

Benefits

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