Manager, Workforce Management - Mission Control

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over 2 years old

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Mission Control is the organization responsible for end-to-end workforce planning, technical onboarding and resource allocations for contact center operations in B2C Sales. This is a people manager opportunity for the Workforce Planning team within Mission Control.
The manager will lead a team consisting of program managers who design, implement and continuously evolve the existing workforce planning processes for Wayfair’s Contact Center Operations teams. This manager will work closely with cross-functional teams and leaders and have direct interaction with business leaders across all functional B2C Contact Center teams. This manager will be accountable to strategize, plan, and execute initiatives as it relates to Wayfair’s B2C employee headcount growth globally, leaning heavily on the analytics. The role will report directly to the Sr. Manager of Workforce Management.

What you'll do

  • Build a high performing team which includes hiring, mentoring and developing of the intra-day analysts
  • Develop and maintain scalable organization with a well-documented roadmap, goals and objectives.
  • Identify and communicate risks and adjustments to the overall program.
  • Empower the team to define and document the end-to-end business processes currently used and identify where and how tooling solutions will aid with streamlining and scaling the process – optimization is key.
  • Create and manage the vision and strategy to take the workforce plan to the next level of industry leadership.
  • Lead change management processes, like supply/demand planning and reconciliation for all of B2C Sales contact channels.
    Understand, collaborate and influence across cross-functional organizations.

What you'll need

  • Bachelor's degree
  • Excellent interpersonal and communication skills
  • Ability to influence at an executive level
  • Ability to tell customized end-to-end headcount, progress-to-goal, and movement stories

 

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.