Real Time Operations Manager
4 weeks ago
As a Real Time Analyst at Chewy, you will play a critical role in leading CS Operations, Customer Experience, and Agent teams through real-time performance management, agent utilization management, reporting, and analytics. You will provide timely, accurate reports to leadership teams to enhance customer service's ability to achieve business objectives.
Key Responsibilities
* Continuously analyze business activities in real-time, re-forecasting to implement countermeasures that balance service levels and occupancy.
* Make vital adjustments to 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, as well as operational activities intraday and post-mortem, to support continuous improvement of Customer Service performance results.
* Supervise and respond to real-time events such as technical outages, application failures, and unanticipated facilities closures, bringing in internal and external teams as needed.
* Supervise and process real-time requests and adherence, including generation of real-time absenteeism, NCNS, and occurrence reporting.
* Collaborate with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning, and execution of customer service activities.
* Engage in Chewtopian-level communications with agents and operations when monitoring and addressing agent behaviors in a consistent and encouraging manner.
* Build a positive work environment that champions successful customer service team performance, displaying compassion, perseverance, and understanding while providing accurate guidance to agents and teammates.
Requirements
* 2+ years of 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 vs. 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 decisions 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 communication skills to work with all levels of the Customer Service Organization clearly and 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.
* No corrective actions in the past 180 days (Internal Only).
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