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)

Client-provided location(s): Peoria, AZ

Job ID: 6926723

Employment Type: OTHER

Posted: 2025-07-28T23:37:58