Workforce Analytics Manager II

4 hours ago


Richardson, Texas, United States Chewy Full time
Job Title: Workforce Analytics Manager II

At Chewy, we're committed to providing exceptional customer service, and our Workforce Analytics Manager II plays a critical role in ensuring our contact center runs smoothly. As a key member of our operations team, you'll be responsible for supervising the scheduling team to ensure efficient staffing levels that meet service level agreements (SLAs) and business needs.

Key Responsibilities:
  • Lead and develop a team of scheduling analysts, providing mentoring, feedback, and professional development opportunities.
  • Develop training materials and programs to enhance team skills and knowledge in workforce management and scheduling tools.
  • Supervise the creation and maintenance of schedules that balance call center staffing needs with employee availability and preferences.
  • Monitor and adjust schedules to accommodate changes in call volume, special projects, or unforeseen events to ensure adherence to SLAs.
  • Develop and implement metrics to measure scheduling efficiency, process adherence, and analyze the impact on call center performance.
  • Prepare and present regular reports on workforce metrics, such as staffing outlook and schedule efficiency.
  • Identify and implement opportunities for process improvements within the scheduling function to improve efficiency and effectiveness.
  • Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling.
  • Work closely with call center operations, human resources, and other departments to understand business needs and align scheduling strategies accordingly.
  • Act as the main point of contact for scheduling-related inquiries, ensuring effective communication and resolution of issues.
  • Lead and optimize the use of workforce management tools and software to ensure they are effectively supporting scheduling activities.
  • Ensure all scheduling practices align with company policies, labor laws, and regulatory requirements.
Requirements:
  • 4+ years of experience in workforce management, with at least 2 years in a supervisory or managerial role.
  • Proficiency with workforce management software (e.g., NICE IEX, Verint, Aspect).
  • Excellent leadership and team management skills.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Strong communication and interpersonal skills, with the ability to collaborate optimally with various departments and stakeholders.
  • Ability to work in a fast-paced environment and adapt to changing business needs.


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