Description:
As a Senior Real-Time Analyst, you will be responsible for analyzing and administering operational performance and progression metrics in the call centers by utilizing workforce management systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. Additionally, you may be assigned a focus in command center, payrolls operations, and/or agent profile Management wholly or in tandem with other peers and stakeholders. This role is responsible for measuring performance and progression of metrics as well as ensuring each component or function of Workforce Management works together in a seamless fashion for all stakeholders and WFM teammates.
What You'll Do
- Analyzes and coordinates 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.
- Uses expert 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
- Prepare and deliver prior day/outlook 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. Support stakeholders inquiries in a clear concise manner.
- Delivers actionable reports, insights, outcomes and analysis through in written, numeric and visual formats - Excel, Tableau, written narrative, Powerpoint/Slides
- Provide Audits, root-cause analysis, scorecards, and feedback to reduce defects for Time Operations, Command Center, Agent Profile Management activities to related teams, operations through senior contact center leadership. Drive ongoing innovations and process improvements.
- Train & mentor workforce specialist and Real-Time Analysts on both technical and soft skills such as effective communication, presentation of data, and managing conflict
- Collaborates with WFM, Operations, HR, training and Leadership teams to identify areas of innovation and contuous improvement opportunities in forecasting, planning and executions of customer service activities.
- Lead small to medium process improvement projects
- Operate as the technical leader and point of contact for their assigned shift
- 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 Execute the Fundamentals of Real Time Management
- Support any Workforce Duties as needed.
What You'll Need
- 3+ years call center Workforce Management and contact center experience
- Strong experience and familiarity with workforce management, payroll, and ACD systems; (e.g., Kronos, NICE, Cisco, etc.).
- Ability to make agile judgement decisions based on ambiguous situations contact center performance conditions.
- Solid understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Confident making decisions in ambiguous situations without specific direction on how to reach a solution
- Excellent written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
- Expert understanding and ability to train concepts of key contact center & workforce management indicators such as response time, efficiency and optimization metrics and productivity
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Flexibility to be scheduled required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
- Ability to work independently and meet deadlines.
- No corrective actions in the past 180 days [Internal Only]