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Customer Service Operations Analyst
2 months ago
Full Job Description Our Opportunity:
As a Customer Service Real-Time Analyst, you will oversee Customer Service Operations, enhance Customer Experience, and support Agents through a blend of real-time performance oversight, agent utilization management, comprehensive reporting, and analytics, leveraging your knowledge of contact center dynamics and workforce management principles.
Your role will involve providing leadership teams with timely and precise reports on intraday performance and its implications, maximizing the capacity for customer service to meet its business goals.
What You'll Do:
Continuously assess business activities in real-time, adjusting forecasts to implement strategies that optimize service levels and agent occupancy.
Make necessary staffing adjustments and collaborate with operations teams to meet service level targets and business objectives.
Deliver summaries, insights, and action plans for forecasting, planning, and operational activities both intraday and post-analysis to support ongoing enhancements in Customer Service performance.
Manage real-time responses to events such as technical disruptions, application failures, and unexpected facility closures, escalating issues to the appropriate internal and external teams as necessary.
Monitor and evaluate real-time adherence, including generating reports on absenteeism, agent hotline interactions, and occurrence notifications.Work alongside Operations and Workforce Management colleagues to identify innovative solutions and continuous improvement opportunities in forecasting, planning, and executing customer service activities.
Engage in constructive communications with agents and operations when monitoring and addressing agent performance, fostering a supportive environment.Create a positive workplace atmosphere that encourages effective customer service team performance. Exhibit empathy, patience, and understanding while providing accurate guidance to agents and colleagues.
Be a champion of the Chewy Operating Principles.
Commit to personal growth and development to enhance Chewy as a whole.
Learn to execute the fundamentals of real-time management.
Support additional assignments as required.
What You'll Need:
2+ years of experience in call center Workforce Management or equivalent experience.
Strong understanding and proficiency in real-time management within a contact center, including managing agent availability and analyzing forecast versus actual performance for volume, handle time, and capacity to achieve targeted SLAs and occupancy rates.
Utilize a solid grasp of key business metrics such as response time, efficiency, and optimization metrics to make informed decisions in real-time without needing supervisory approval.
Familiarity with prescriptive and descriptive analysis, predictive analysis, statistical fundamentals, forecasting, and data architecture.Confidently make decisions in uncertain situations without explicit guidance on how to resolve issues based on fluctuating contact center performance conditions.
Strong written and verbal communication skills to effectively interact with all levels of the Customer Service Organization, from agents to Senior Leadership.
Proficient in Microsoft Office Suite, including data manipulation, report creation, visualizations, and presentations from the ground up.Flexibility to participate in a schedule that supports a 24x7 contact center (availability for 1st, 2nd, or 3rd shifts).
1+ year of experience with Workforce Management platforms (e.g., Kronos, Verint, or NICE) is preferred.Ability to work independently and meet deadlines.
Bonus:
Associate's degree or higher preferred in business administration, finance, or statistics.
Proficient in data management tools such as SQL, Python, VBA, Tableau, macros, and pivot tables/charts.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion among all Team Members.
