Real Time Analyst II

Our Opportunity:

As a CS Real Time Analyst, you will handle CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics demonstrating understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to enhance the ability for customer service to achieve their business objectives.

What you'll do:

• Continuously analyzes business activities in real-time re-forecasting to implement countermeasures to improve balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Be responsible for and handles real time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and calls out to appropriate internal and external teams when needed.
• Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, appropriate notification and occurrence reporting
• Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
• Creates a positive work environment that cultivates successful customer service team performance. Display compassion, patience and understanding while providing accurate guidance to agents and teammates.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles
• Commit to learning and developing yourself to better Chewy as a whole!
• Learn to Implement the Fundamentals of Real Time Management
• Support any assignments as needed.

What you'll need:

• 2+ years call center Workforce Management experience in contact centers or equivalent experience
• Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies
• Uses proven understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
• Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
• Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
• Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
• Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
• 1 year+ Experience with Workforce Management (back-office functionality) platform is recommended (e.g. Kronos, Verint or NICE)
• Ability to work independently and meet deadlines

Bonus:

• Associates degree or higher preferred business administration, finance, or statistics.
• Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

 

 

Compensation & Benefits: 

Our pay range for a Real Time Analyst II position is $20.67 - $31.01. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. 

 

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

 

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

 

 

 

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Last updated on Aug 19, 2024