Develop and maintain short-term forecasts for call center operations, analyze trends, collaborate on staffing, and build dashboards for performance metrics.
Our Opportunity:
Here at Chewy, we are hiring a Workforce Management Forecasting Data Scientist to support our Workforce Management Pharmacy call center team! You will develop and maintain short-term forecasts across all operational channels, including inbound calls, chats, and back-office queues (charge). This role is essential to aligning staffing with workload demand, enabling informed scheduling, real-time support, and performance planning. The ideal candidate brings strong analytical skills, is comfortable working with complex data, and can articulate actionable insights to WFM and operational leaders.
What You'll Do:
What You'll Need:
Preferred Qualifications
#LI-Onsite
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
To access Chewy's Customer Privacy Policy, please click here.
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Here at Chewy, we are hiring a Workforce Management Forecasting Data Scientist to support our Workforce Management Pharmacy call center team! You will develop and maintain short-term forecasts across all operational channels, including inbound calls, chats, and back-office queues (charge). This role is essential to aligning staffing with workload demand, enabling informed scheduling, real-time support, and performance planning. The ideal candidate brings strong analytical skills, is comfortable working with complex data, and can articulate actionable insights to WFM and operational leaders.
What You'll Do:
- Create daily and weekly forecasts for volume, handle time, and task durations across multiple queues and channels (contact center and back office)
- Analyze historical trends, business inputs (e.g., promotions, launches), and macro patterns (e.g., seasonality) to refine forecast accuracy
- Collaborate with WFM Scheduler and Real-Time Analysts to ensure workforce alignment with forecasted demand
- Generate forecast accuracy reports and variance explanations, identifying root causes and continuous improvement opportunities
- Build and maintain dashboards in Tableau that visualize forecast performance and key planning metrics
- Partner with operations to gather intelligence on business changes that could affect volume or workload mix
- Conduct scenario planning and "what-if" modeling to inform shift bids, coverage strategies, and performance tradeoffs
- Participate in cross-functional capacity planning meetings and provide workforce impact assessments
- Maintain documentation, forecasting models, and update logs to ensure transparency and repeatability
What You'll Need:
- 2-4 years of experience in forecasting, workforce analytics, capacity planning, or data analytics
- Strong proficiency in Excel (sophisticated formulas, time series modeling, scenario analysis)
- Experience using Oracle, NICE, Genesys, and Tableau for data sourcing, reporting, and visualization
- Ability to synthesize large datasets into clear, business-relevant narratives
- Proven understanding of contact center metrics (SL, AHT) and back-office metrics (TPH, backlog, idle time)
Preferred Qualifications
- Background in supporting healthcare, pharmacy, or multi-channel operations
- Experience using SQL, R, or Python for sophisticated analytics or data manipulation
- Familiarity with long-term capacity planning principles and headcount modeling
#LI-Onsite
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
To access Chewy's Customer Privacy Policy, please click here.
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
Excel
Genesys
Nice
Oracle
Python
R
SQL
Tableau
Chewy Boston, Massachusetts, USA Office
Located in the Fort Point neighborhood, home to many of Boston's hip and upcoming restaurants along with emerging technology companies.
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