About the Role

Part of Wayfair’s Workforce Planning department, the Resource Planner role has several core responsibilities in supporting Wayfair’s Customer Service organization.  This role requires an individual with a passion for continuous operational process development and aptitude for analytics. The successful candidate will be comfortable with ambiguity, have strong attention to detail, and be motivated by a fast-paced environment, thinking big & diving deep.  This is a high-impact role with the opportunity to drive and influence mission-critical decisions impacting the immediate and long-term view of the business, and advising the leadership across Contact Center organizations.

About Workforce Planning at Wayfair

This team is responsible for staffing, scheduling and monitoring Wayfair’s Customer Service departments through a combination of art and data science.  Our ongoing goal is to craft the most efficient operation possible, while meeting the needs of Wayfair, our staff and our leadership partners.

Wayfair is looking for a strong individual contributor to help drive our expanding scheduling footprint nationwide. 

• Perform continual analysis of current performance and adjust staffing plans to achieve goals set by the business
• Maintain constant communication with Operations teams as needed based on staffing and forecast adjustments
• Generate and evaluate staffing schedules
• Identify staffing gaps and opportunity areas for Operations teams
• Provide strategic support and tactical planning in sophisticated forecasting and operational processes

Job Responsibilities

• Grow & develop scheduling approach and process
• Drive scale strategy for a workforce increasing 30-40% annually
• Coordinate with business partners to review schedule satisfaction
• Distill, synthesize and and drive conclusions on large amounts of data
• Develop and refine internal reports to summarize schedule efficiency based on provided forecast
• Define, collect, and track operational metrics to manage and improve planning performance
• Collaborate with internal teams to identify opportunity areas for process improvement and help implement them throughout the organization
• Provide ad-hoc reporting and analysis and communicate the results to leadership in a clear and comprehensive manner

Qualifications

• BA/BS, with strong academic record- Plus if degree is in economics, math, computer science, business, or another analytical field
• 1+ years of workforce planning, demand planning,  resource planning, capacity modeling,  customer service operations or equivalent business experience preferred.
• Robust knowledge of MS Excel, Google Sheets (or Office Suite equivalent) required
• SQL, Tableau, R, Python experience highly preffered
• Ability to think strategically and tactically within a dynamic, fast-paced organization
• An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
• Highly analytical, creative, and innovative approach to solving problems
• Extremely organized, meticulous and detailed oriented.
• Ability to handle multiple priorities simultaneously
• Excellent written composition and verbal communication skills, with the ability to work in a highly cross-functional environment.
• Ability to lead discussions, presentations and influence effectively
• Positive, people-oriented and enthusiastic attitude