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.

About the Role
Part of Wayfair’s Workforce Planning department, this high impact Scheduling Analytics role has several core responsibilities in supporting Wayfair’s Customer Service organization.

Wayfair is looking for a strong individual contributor to help drive our expanding customer operations footprint nationwide.
• Creation of tools for real-time monitoring and long-term planning
• Perform continual analysis of current performance, construct and support strategic staffing models to achieve goals set by the business
• Draw actionable insights from Data, maintain constant communication with leadership and surface opportunities for workforce optimization.
• Generate and evaluate staffing schedules
• Provide strategic support and tactical planning in sophisticated forecasting and operational processes

This role requires an individual with a passion for continuous operational process development and a proven 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.

Job Responsibilities
• Grow & develop scheduling approach and process
• Drive scale strategy for a workforce increasing 30-40% annually
• Create and support tools for predictive modeling on staffing KPIs
• Perform industry research to review schedule satisfaction and network cost effectiveness
• Distill, synthesize and and drive conclusions on large amounts of data
• Use data mining tools to collect data for further research and actionable insights.
• 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. Communicate recommendations 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.
• 2+ years of operational analytics, workforce planning, demand planning, resource planning, capacity modeling, customer service operations or equivalent business experience
• Robust knowledge of MS Excel, Google Sheets (or Office Suite equivalent) required
• SQL, Tableau, R, Lookr, Python, DataStudio, BigQuery or equivalent data mining/analytics experience or technique required.
• 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
• Experience working in a collaborative team setting and desire to transfer knowledge.