Customer Service Operations Analyst
2 weeks ago
Full Job Description Our Opportunity:
As a Customer Service Real-Time Analyst, you will oversee Customer Service Operations, enhancing Customer Experience and Agent performance through effective real-time performance management, agent utilization oversight, reporting, and analytics, utilizing your knowledge of contact center operations and workforce management principles.
Your role will involve providing leadership teams with timely and precise reports on intraday performance and its implications, ensuring that customer service can meet its business objectives effectively.
What You'll Do:
Continuously evaluate business activities in real-time, re-forecasting to implement countermeasures that optimize service levels and occupancy.
Adjust staffing plans as necessary and collaborate with operations teams to meet service level targets and business goals.
Deliver comprehensive analyses, summaries, insights, and action plans for forecasting, planning, and operational activities both intraday and post-event to support ongoing enhancement of Customer Service performance outcomes.
Oversee and manage real-time responses to incidents such as technical disruptions, application failures, and unexpected facility closures, escalating issues to the appropriate internal and external teams as required.
Monitor and manage real-time adherence, including generating reports on absenteeism, agent hotline contacts, and occurrence reporting.Work closely with Operations and Workforce Management colleagues to identify innovative and continuous improvement opportunities in forecasting, planning, and execution of customer service tasks.
Engage in effective communication with agents and operations when monitoring and addressing agent behaviors, fostering a supportive and consistent engagement.Create a positive work atmosphere that encourages successful performance of the customer service team. Exhibit empathy, patience, and understanding while providing accurate guidance to agents and colleagues.
Act as a representative of the spirit and intent of the Chewy Operating Principles.
Commit to personal growth and development to enhance Chewy as a whole.
Learn to implement the Fundamentals of Real-Time Management.
Support additional assignments as needed.
What You'll Need:
2+ years of experience in call center Workforce Management within contact centers or equivalent experience.
A solid understanding and competency in real-time management of a contact center, including managing agent availability, forecasting versus actual performance for volume, handle time, and capacity to achieve balanced business-targeted SLAs and occupancy.
Utilize a strong grasp of key business indicators such as response time, efficiency, optimization metrics, and productivity to make informed decisions in real-time without requiring additional supervisory input.
Familiarity with prescriptive and descriptive analysis, predictive analysis, statistics fundamentals, forecasting, and data architecture.Confidence in making decisions in uncertain situations without specific guidance on how to reach a solution based on changing contact center performance conditions.
Strong written and verbal communication skills to effectively collaborate with all levels of the Customer Service Organization, from agents to Senior Leadership.
Proficiency in Microsoft Office Suite, including data manipulation, report creation, visualizations, and presentations from scratch.Flexibility to participate in a schedule that supports a 24x7 contact center (open schedule availability for 1st, 2nd, or 3rd shift).
1+ year of experience with Workforce Management platforms (e.g., Kronos, Verint, or NICE) is recommended.Ability to work independently and meet deadlines.
Bonus:
Associates degree or higher preferred in business administration, finance, or statistics.
Proficient in data management tools such as SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact us.
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.#J-18808-Ljbffr
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