The Forecast Standards team is part of the Service organization that manages Wayfair’s Customer service strategy and works cross-functionally across the Wayfair operations group to tackle complex and high-visibility pre and post order service issues. To do this, we use analytics, structured process design, and Big data technology to frame the future service strategy for Wayfair and to drive informed decision making. As a team, we are responsible for ensuring that call centers are optimally staffed to field and resolve customer inquiries and issues through all contact channels (i.e., phone, email, chat). We act as a central group influencing a wide array of decisions including staffing for frontline and specialized teams, channel management and establishing service performance expectations.
What you will do:
• Build headcount demand models to create state-of-the-art solutions that will enhance the efficiency of North American service organizations
• Use analytical and quantitative skills to work with large and complex datasets, analyze ill-defined questions, build decision-support tools, and develop recommendations to guide business decisions
• Use analytical and quantitative skills to work with large and complex datasets in GCP and big data platforms, analyze ill-defined questions, build decision-support tools, and develop recommendations to guide business decisions
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow through
• Communicate findings with colleagues across technical and non-technical business backgrounds
• Identify and incorporate new variables into headcount demand models.
• Partner with operational stakeholders to assure forecast output is properly considered when making hiring, staffing, and scheduling decisions.
• Create Monthly hiring plans and own coordination of all hiring and internal movement across North American service agents.
Who you are:
• A highly analytical individual who can give structure to complex and often ambiguous data and modeling problems
• Passionate about tackling complex business problems from problem definition and business-case development to implementation
• BS/MS/PhD in a quantitative field (Engineering, Operations Research, Mathematics, Economics or Finance) with a strong academic record
• 5+ years of experience in capacity planning or project management or financial analysis. Experience with statistical and predictive modeling is highly desirable.
• Knowledge of SQL & visualization tools (Tableau, Power BI, Data Studio, Looker etc.)
• Strong written, and verbal communication skills including the ability to translate sophisticated analyses into a logical, convincing business narrative
• Affinity for working with data and resourcefulness in situations where clean data and/or complete information is not available
Qualifications:
• Bachelor’s Degree
Basic Qualifications (Hard Skills):
- 4+ years of experience. Experience with statistical modeling is highly desirable
Preferred Qualifications:
- MBA
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.