Real Time Analyst II

at  Chewy

OUR OPPORTUNITY:

As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives.

• Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy.
• Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives.
• Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results.
• Oversee and manages real time response to events such as technical outages, application failures, unanticipated facilities closures (safety related), and escalates to appropriate internal and external teams when needed.
• Monitor and process real-time adherence, including generation of real-time absenteeism, agent hotline contacts, NCNS, appropriate notification and occurrence reporting
• Collaborates with Operations and WFM teammates to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of customer service activities.
• Engage in Chewtopian level communications with agents and operations when monitoring/addressing agent behaviors in a consistent and supportive engagement.
• Creates a positive work environment that fosters successful customer service team performance. Display empathy, patience and understanding while providing accurate guidance to agents and teammates.
• Be an ambassador of the spirit and intent of the Chewy Operating Principles
• Commit to learning and developing yourself to better Chewy as a whole!
• Learn to Execute the Fundamentals of Real Time Management
• Support any assignments as needed.