Real-Time Analyst 2

Chewy Dallas , TX 75201

Posted 2 months ago

Our Opportunity:

The Real-time Analyst 2 role is an individual contributor responsible for monitoring and managing all intraday protocols, reporting, and communications to maximize the ability for customer service to achieve the business objectives for our customers. Providing leadership teams with timely, accurate reports on intraday performance and impacts. Manages CS Operations and Customer Experience through a combination of real time performance management, agent utilization management, and intermediate reporting and insights delivery. RTA2 has a strong understanding of data and workforce principles.

What You'll Do:

  • Real-time Monitoring of Customer Service demand and staffing variations

  • Oversee and manages countermeasures to minimize planning variances of Chewy customer service including making decision on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience and service levels

  • Oversee and manages real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed

  • Delivers bridge, synopsis, insights and plan of action for performance activities multiple day to wide range of audiences including senior contact center leadership

  • Uses solid understanding key business indicators such as response time, efficiency, occupancy, and optimization metrics and productivity to make best decision in the moment

  • Monitor real-time adherence to schedules for call center associates

  • Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices

  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests

  • Outreach to agents and emergency contacts where needed to confirm presence

  • Support RTA1 and Time Ops Duties as needed

  • Identify and Innovate other projects, duties and assignments as directed

What You'll Need:

  • 2-3 years customer service experience

  • 2+ years working with Workforce Management teams or processes in a Contact Center

  • Solid understanding of the concepts of contact center demand workload, staffing, and scheduling

  • Confident making decisions in ambiguous situations without specific direction on how to reach a solution

  • Excellent verbal, written communication with the ability to empathize and deliver clear concise messaging, including manipulating data, creating reports, visualizations and presentations from scratch

  • Flexibility to participate in a schedule required to support a 24x7 contact center

  • Ability to make agile judgement decisions based on changing contact center performance conditions

  • Experience with Workforce Management platform is recommended (i.e. Verint or IEX)

Bonus:


  • Bonus: data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact


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Real-Time Analyst 2

Chewy