Real Time 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, enhancing Customer Experience, and optimizing Agent performance through effective real-time performance management. This position requires a deep understanding of contact center operations and workforce management principles. You will be responsible for providing leadership teams with timely and accurate reports on intraday performance, enabling the customer service department to meet its business objectives effectively. Your primary focus will be on continuously analyzing business activities in real-time, allowing for re-forecasting and the execution of countermeasures to maintain a balance between service levels and occupancy. You will make necessary adjustments to staffing plans and coordinate with operations teams to achieve service level goals and overall business objectives. Additionally, you will deliver comprehensive insights, plans of action, and operational activity reports both intraday and post-mortem to support the continuous improvement of Customer Service performance results. In this role, 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 responsibility, which includes generating reports on absenteeism, agent hotline contacts, and occurrence reporting. 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. You will engage in effective communication with agents and operations, fostering a positive work environment that encourages successful team performance. Displaying empathy, patience, and understanding while providing accurate guidance to agents and teammates will be vital. 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. Additionally, you will support any assignments as needed, ensuring the smooth operation of the contact center.

Responsibilities
? Continuously analyze business activities in real-time and 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.
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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 and application failures, escalating issues as needed.
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? Monitor and process real-time adherence, including absenteeism and agent hotline contacts.
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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 effective communication with agents and operations regarding 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 oneself 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 of real-time management of a contact center, including managing agent availability and balancing SLAs and Occupancies.
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? Ability to make decisions based on key business indicators such as response time and efficiency metrics without supervisory review.
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? Understanding of prescriptive and descriptive analysis, predictive analysis, and fundamentals of statistics and forecasting.
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? Confident in making decisions in ambiguous situations based on changing contact center performance conditions.
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? Good written and verbal communication skills to interact with all levels of the Customer Service Organization.
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? Proficient in Microsoft Office Suite, including data manipulation and report creation.
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? Flexibility to participate in a schedule supporting a 24x7 contact center.
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? 1 year+ experience with Workforce Management platforms (e.g., Kronos, Verint, or NICE) is recommended.
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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, and Excel macros.

Benefits

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