Manager, Workforce Analytics I - Chewy

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 inspire 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.
• Conduct audits, root-cause analysis, and build scorecards and feedback mechanisms to minimize defects in Time Operations, Command Center, and Agent Profile Management.
• 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 or payroll/HR platforms (e.g., Kronos, NICE, or similar).
• 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.
• (Internal) Must meet performance and quality metrics goals for the past 30 days.
• (Internal) No corrective actions in the last 90 days.
• 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)

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.

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