The Real-time Analyst 3 role is an intermediate level individual contributor, Responsible for analyzing and administering operational performance in the call centers utilizing workforce management systems and standardized protocols to maximize the ability for customer service to achieve the business objectives for our customers. The role may be assigned a focus in Time Operations, Command Center, Profile u0026amp; Roster Management wholly or in tandem with other peers and stakeholders. This role is responsible for measuring performance and progression of metrics as well as ensuring each component or function of Workforce Management works together in a seamless fashion for all stakeholders. Driving continuous process improvement for the workforce management system, protocols, reporting, and communications including, but not limited to, assuring data integrity, updating the data bases supported. RTA 3 has an expert understanding of data, workforce, contact center operations principles. This role may be chosen to work on ad hoc projects focused on systems, protocols, and reporting functionalities. One per RTA shift + one back office
What You'll Do:
Actively perform RTA1, RTA2, and Time Ops Duties as needed
Audits for RTA1, RTA2, u0026amp; Time Ops performance report for completion, timeliness and accuracy
Oversee countermeasures to minimize planning variances of Chewy customer service including making suggestions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience and service levels
Provide synopsis, root cause, and suggested action plan for trouble shooting performance activities to senior contact center leadership
Oversee 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
Support effective processing of Time Operations, Command Center, Profile u0026amp; Roster Management
Reviews reporting and communications to ensure accuracy and clarity
Monitor and drive effectiveness and clarity of requests and communications channels in customer service including reporting, text, alerts, bridges, and chats
Partners closely with operational stakeholders
Delivers insights, outcomes and analysis through in written, numeric and visual formats
Lead morning call performance review and upcoming outlook to maximize customer service responsiveness, preparation, and communications.
Provide Audits, root-cause analysis, and feedback to reduce defects for Time Operations, Command Center, Profile u0026amp; Roster Management.
Identify other projects, duties and assignments as directed
What You'll Need:
3-4 years customer service experience with at least 1 year with supervisory or management experience.
2+ years working with Workforce Management teams or processes in a Contact Center.
Expert 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.
1-2 years' experience with Workforce Management platform is recommended (i.e. Verint or IEX)
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