EU Associate Director -EU Workforce Planning & Forecasting (m/f/x)

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At Wayfair we are revintenting the way people shop for their homes. Our Services teams ensure that our customers have amazing experiences with every single order, acting as customer advocates to make things right and as a lighthouse to the business to provide perfect orders. We are looking for leaders who want to join us in this journey to become the destination for all things home.

Reporting to the European WFM Leader, as the Associate Director you will be responsible for creating and driving forward the EU Service short, medium and long term forecasting strategy. You will be our European voice for forecasting standards, and will contribute to our global agenda, work across multiple functions and regions and help us get to the next level of customer experience we need to succeed in the long run. This work will directly impact how we optimize our multiple Wayfair sites and departments across Europe.

What You'll Do

  • You will lead the demand forecasting across the EU for all customer contact channels with the responsibility to provide accurate interval contact and AHT forecasts by staff group and at the network level.
  • Partner with Operations leaders and Finance to ensure demand planning inputs are accounted for accurately in our contact center resource plans.
  • Use statistical models to create daily / weekly / monthly contact center forecasts using inputs from various parts of the business.
  • Develop hourly / daily contact arrival and AHT patterns to ensure agent schedules are optimized to achieve hourly service level goals.

What You'll Need

  • Significant experience in building forecasts using statistical methods.
  • Proficient Microsoft Excel skills and SQL db experience is required
  • Outstanding verbal and written communication, ability to present and gain consensus with a large group
  • Outstanding analytical skills and ability to see trends and patterns in data
  • Experience using a workforce management system (such as Aspect) to accurately forecast call pattern and schedule agents in a call center environment
  • Financial background / experience



About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.