The B2C Sales Business Planning team is seeking a leader to oversee the forecasting and performance management for the Global Sales Organization. This individual would manage the team responsible for providing insights and analysis on the overall health of the business as well as driving the call volume and headcount forecasting for our global, growing organization. This individual would partner closely with data science, analytics and workforce management to optimize current models and understand the impact of broader Wayfair activities on our forecast. In addition, this role will oversee a team who manage our KPIs and channel health in North America and Europe. The expectation for this role is that you will be a thought partner for the organization, driving insights and impactful change to help grow the business.

Key Responsibilities:
Create and manage the development of volume forecasts for our contact centers and other relevant aspects including analyses, project management and presentation of volume forecast
Align with central planning teams (e.g., FP&A, promo) on macro outlooks and be able to translate volume drivers into impacts in forecast. In addition, understand drivers behind variance and incorporates these insights into planning
Work closely with Data Science and Analytics to maintain and build best-in-class forecasting models aiming to drive incremental accuracy in volume forecasting
Partner with Workforce Management to create efficient capacity planning based on forecast to drive operational excellence
Incorporate broader strategic initiatives of the sales channels and Wayfair to adjust forecasts accordingly, including creation of new forecasting models as we expand into new teams or channels

Requirements:
Bachelor’s degree in an analytical discipline such as: Mathematics, Engineering, Statistics, Actuarial Science, Economics, Business or Finance
MBA or Post-graduate work in related field preferred
7+ years workforce management/ forecasting experience, preferably related to contact center environments. 2+ years direct people management experience or experience leading teams or projects.
Extensive knowledge of various forecasting methodologies (e.g., ARIMA) and application in real world business environment
Advanced Excel modeling skills. Proficient in one or more of SQL, Python, R a big plus
Strong interpersonal skills to work cross functionally
Strong business acumen, analytical skills and technical abilities along with problem solving skills
Demonstrated success influencing senior level stakeholders on strategic direction based on recommendations backed by in-depth analysis; Strong written and verbal communication.
Experience in mentoring and developing a team
Entrepreneurial spirit or prior experience in a high performance, fast-paced industry