Manager, Workforce Analytics I

Our Opportunity:

Chewy is looking for a Team Manager, Workforce Management 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.

What You’ll Do:

• 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

What You’ll 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 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.
• Position may require travel

Bonus:

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