Manager, Workforce Analytics I

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 You’ll 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 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 (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.