Real Time Operations Manager
4 weeks ago
Job Summary
We are seeking a highly skilled Real Time Analyst to join our team at Chewy. As a Real Time Analyst, you will be responsible for leading CS Operations, Customer Experience, and Agent through a combination of real-time performance management, agent utilization management, reporting, and analytics.
Key Responsibilities
• Continuously analyze business activities in real-time, re-forecasting to implement countermeasures to enhance balance of service levels and occupancy.
• Make vital adjustments in staffing plans and coordinate 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.
• Supervise and run real-time responses to events such as technical outages, application failures, unanticipated facilities closures (safety related), and bring up to appropriate internal and external teams when needed.
• Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and executions of customer service activities.
Requirements
• 2+ years call center Workforce Management experience in contact centers or equivalent experience.
• Proven understanding and competency of real-time management of a contact center, including handling agent availability, forecast v. actual for volume, handle time, and capacity to deliver balanced business-targeted SLAs and Occupancies.
• Good written and verbal communication skills to be able to work with all levels of the Customer Service Organization clearly and concisely from agent to Senior Leadership.
Preferred Qualifications
• 1 year+ Experience with Workforce Management (back-office functionality) platform is recommended (e.g. Kronos, Verint or NICE).
• Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.
• Associates degree or higher in business administration, finance, or statistics is preferred.
• Ability to work independently and meet deadlines.
• No corrective actions in the past 180 days.
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