Job Description
Our Opportunity
Chewy is seeking a Manager of Workforce Analytics to join our award-winning customer service department. The ideal candidate will be a natural people leader who excels at building engaging teams and improving operational efficiency through outstanding Workforce Management (WFM). This dynamic, goal-oriented individual will inspire and challenge other leaders in the organization while maintaining a customer and employee-first attitude.
What You’ll Do - Develop, lead, and mentor teams to deliver outstanding experience for both customers and teammates.
- Coordinate daily real-time WFM activities and respond to events such as SLA incidents, technical outages, application failures, and safety-related facility closures, raising issues to the appropriate internal and external teams as necessary.
- Supervise performance analysis of supported channels to reconcile service levels against expectations, implementing corrective measures to prevent non-SLA performance or high occupancy periods.
- Conduct audits, root-cause analysis, and build scorecards and feedback mechanisms to minimize defects in Time Operations, Command Center, and Agent Profile Management.
- Drive continuous improvement initiatives to optimize WFM processes, agent administration, and operational engagement efforts.
- Build collaborative relationships and cultivate trust with WFM, Operations, HR, Training, and Leadership teams.
- Serve as a resource and backup for the command center, payroll operations, and agent profile management roles as needed.
- Support additional WFM assignments as advised.
- Act as an ambassador for the spirit and intent of Chewy's Operating Principles.
What You’ll Need - 3+ years of workforce management experience, including at least 2 years in a supervisory or leadership role.
- Strong experience with WFM platforms (e.g., NICE, Aspect, Calabrio, Verint or similar).
- Proven ability to lead and motivate teams, setting clear expectations, providing direction, and empowering team members to take ownership.
- Experience in designing and implementing team development activities to strengthen relationships, build cohesion, and address team dynamics.
- Expert understanding of contact center workload management, staffing, and scheduling.
- Confidence in making decisions in ambiguous situations without specific mentorship.
- Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the Customer Care organization, from agents to senior leadership.
- Proficiency in Microsoft Office Suite.
- Validated analytical and problem-solving abilities, with keen attention to detail and accuracy.
- Flexibility to work on a schedule that supports a 24x7 contact center.
- Travel may be required.
Bonus - Experience in data management using including data manipulation, report creation, visualizations, and presentations. (e.g., Excel, Smartsheet, Tableau, macros, and pivot tables/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 HR@Chewy.com.
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
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 CAAR@chewy.com. If you have a question regarding your application, please contact HR@chewy.com. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Job Tags
Full time,