1 real time analyst rta Job in fort lauderdale, fl
Chewy is Hiring a Real Time Analyst II Near Fort Lauderdale, FL
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.
What you'll do:
- 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.
- 2 years call center Workforce Management experience in contact centers or equivalent experience
- Solid understanding and competency of real time management of a contact center including managing agent availability, forecast v. actual for volume, handle time and capacity to deliver balanced business targeted SLAs and Occupancies
- Uses solid understanding of key business indicators such as response time, efficiency and optimization metrics and productivity to make best decision in the moment without additional supervisory review
- Understanding of prescriptive and descriptive analysis, predictive analysis, fundamentals of statistics, forecasting and data architecture
- Confident making decisions in ambiguous situations without specific direction on how to reach a solution based on changing contact center performance conditions.
- Good written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
- Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.
- Flexibility to participate in a schedule required to support a 24x7 contact center (open schedule availability for 1st, 2nd or 3rd shift).
- 1 year Experience with Workforce Management (back-office functionality) platform is recommended (e.g. Kronos, Verint or NICE)
- Ability to work independently and meet deadlines
- Associates degree or higher preferred business administration, finance, or statistics.
- Proficient in data management - SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts
If you have a question regarding your application, please contact HR@chewy.com.
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Job Summary
Full Time
$82k-107k (estimate)
05/28/2024
06/15/2024
chewy.com
CLAYTON, IN
15,000 - 50,000
2011
DAVID BORTHWICK
$5B - $10B
Retail
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About Chewy
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 45,000 items (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer. Our commitment to customer service is the core of our brand, and our customers love us for it. We WOW pet parents through 24/7 assistance, advice and encouragement every day of th ...
e year. We make pet parenting easy with our convenient Autoship subscription programwhich allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need. As an e -commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers experience. From an easy to navigate website and highly rated mobile apps, to detailed order tracking and personalized Pet Profile features, we are transforming the way pet parents shop. We're also growing fast. No longer a young pup, we're proud to be one of the fastest growing e-commerce companies of all time. With growth comes the exciting opportunity to be a part of a world-class organization of diverse team members, responsible for driving our latest innovations and customer experiences.
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