Manager – Workforce Analytics I

BS/BA degree or equivalent experience (i.e., 5+ years industry experience in lieu of degree)
2-3 years of multi-channel contact center management experience (Workforce Management strongly preferred)
Proven leadership track record and verifiable history of leading successful, high-volume teams
Ability to make agile judgment decisions in ambiguous contact center performance conditions
Proven analytical and problem-solving skills with attention to detail and accuracy
Proven mentoring skills that can impact both front-line agents and floor leadership
Hands-on experience and familiarity with workforce management, payroll, and ACD systems (e.g., Kronos, NICE, Cisco, etc.) platforms
Proficient in Microsoft Office Suite, including manipulating data, crafting reports, visualizations, and presentations from scratch
Outstanding oral and written communication skills, with ease in presenting information to all levels of the Customer Service Organization from agent to Senior Leadership
Flexibility to participate in a schedule required to support a 24×7 contact center
Position may require travel

Develop, manage, and mentor Workforce Management (WFM) staff to build successful teams that deliver an outstanding customer and agent experience through flawless workforce management knowledge
Establish peer-to-peer relationships with other Managers to strictly improve the process efficiency of the workforce management team
Use data and quality audits to identify areas for improvement and develop action plans to enhance important metrics and address performance gaps for the team
Collaborate with WFM, Operations, HR, training, and Leadership teams to establish and build Standard Operating Procedures (SOPs) for existing processes and procedures
Ensure that regular performance reviews and feedback are provided to all levels of employees to maintain a highly engaged workforce
Maintain and implement new leadership onboarding initiatives to improve the career pathing experience
Prepare and deliver analysis to reconcile service level results versus expectations to identify and implement corrective measures to prevent non-SLA target or high occupancy periods
Coordinate daily WFM activities in real-time. Address SLA events, outages, and incidents promptly
Act as a resource and backup to support the command center, payroll operations, and/or agent profile management roles as needed
Be an ambassador of the spirit and intent of the Chewy Operating Principles

Advanced experience in data management a plus – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts