Manager, Workforce Analytics I

Our Opportunity:
Chewy is seeking a Manager of Workforce Analytics to join our award-winning customer service department. The ideal candidate will be a natural people leader who excels at building engaging teams and improving operational efficiency through outstanding Workforce Management (WFM). This dynamic, goal-oriented individual will encourage and challenge other leaders in the organization while maintaining a customer and employee-first attitude!
What You'll Do:• Develop, lead, and mentor teams to deliver outstanding experience for both customers and teammates.• Coordinate daily real-time WFM activities and respond to events such as SLA incidents, technical outages, application failures, and safety-related facility closures, raising issues to the appropriate internal and external teams as necessary.• Supervise performance analysis of supported channels to reconcile service levels against expectations, implementing corrective measures to prevent non-SLA performance or high occupancy periods.• Perform audits, root-cause analysis, and develop scorecards and feedback systems to reduce errors in Time Operations, Command Center, and Managing Agent Profiles.• Drive continuous improvement initiatives to optimize WFM processes, agent administration, and operational engagement efforts.• Build collaborative relationships and cultivate trust with WFM, Operations, HR, Training, and Leadership teams.• Serve as a resource and backup for the command center, payroll operations, and agent profile management roles as needed.• Support additional WFM assignments as advised.• Act as an ambassador for the spirit and intent of Chewy's Operating Principles.
What You'll Need:• 3+ years of workforce management experience, including at least 2 years in a supervisory or leadership role.• Strong experience with WFM platforms (e.g., NICE, Aspect, Calabrio, Verint or similar).• Proven ability to lead and motivate teams, setting clear expectations, providing direction, and empowering Team Members to take ownership.• Experience in designing and implementing team development activities to strengthen relationships, build cohesion, and address team dynamics.• Expert understanding of contact center workload management, staffing, and scheduling.• Confidence in making decisions in ambiguous situations without specific mentorship.• Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the Customer Care organization, from agents to senior leadership.• Proficiency in Microsoft Office Suite.• Validated analytical and problem-solving abilities, with keen attention to detail and accuracy.• Flexibility to work on a schedule that supports a 24x7 contact center.• Travel may be required.
Bonus:• Experience in data management using including data manipulation, report creation, visualizations, and presentations. (e.g., Excel, Smartsheet, Tableau, macros, and pivot tables/charts)
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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