Manager, Workforce Analytics I (Remote in Florida)

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 [email protected]. 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 [email protected]. If you have a question regarding your application, please contact [email protected]. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here. Apply Job!