Senior Operations Analyst

At Wayfair, caring about our customers is our number one priority!  Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer places an order with Wayfair, through delivery to the final destination, ending with installation and placement in the home, our team works to make the entire process as seamless as possible and easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. We are passionate about our customers and work to delight them on every interaction with Wayfair.

The Workforce Management team (WFM) supports our Customer Service centers by effective creation, management and monitoring of staff schedules for 2,000+ North American Service Consultants (SSCs).  Our goal is to ensure a representative is available and ready to respond to customers with best-in-class answer speed, no matter how customers choose to contact Wayfair.  While the customer is the core focus, the WFM team also plays a vital role in ensuring the satisfaction of our fleet of Service Consultants knowing that Wayfair customers are best served by well-trained and happy agents.  The WFM team is looking for a seasoned leader who will be focused on the balance between customer and agent satisfaction, and will split their time between consulting schedule administrators to drive performance improvement and taking on analytical projects to help reduce interval variability and ensure consistency of the customer experience in a cost-efficient manner.  The Senior Analyst will form a close working relationship with Service business partners and Scheduling leaders, leveraging its problem solving, analytical and relationship management skills to help drive excellence within Customer Service.    

 

What You’ll Do

Become the analytical lead for projecting service response performance, owning output of decision support tools, handling ad-hoc requests and diving deeper into problem areas

Become the subject matter expert for optimizing productivity of Service agents and understanding impact of resource movements

Create, launch and maintain predictive support tools / dashboards, combining quantitative analysis & statistical techniques with process flow to project outcomes

Support the balancing of performance target attainment across all channels (phone, email, chat) while maintaining focus on agent utilization

 

Example Projects

Redesign and build an occupancy forecasting model that details the percent of agent productive time concentrated on customer support vs. downtime.  Display sensitivity to variables like increased demand, handle time and shrink.

Perform regression analysis to understand answer speed expectations at various staffing levels; incorporate statistically viable models into the performance outlook process.

Deep dive into the efficiency of agent schedules vs. anticipated contact demand.  Showcase results to Customer Service leaders and drive action plans / recommendations to increase effectiveness.

Collaborate with Scheduling and Intraday teammates to understand pain points and blind spots in daily management of agent schedules.  Perform next-level analysis or create support models / tools to aid their efforts.

Help improve velocity and visibility of performance expectations by supporting visualization through Data Studio.

Identify core performance targets of ticket / outbound calling teams and work with Specialized Service partners to design a framework for estimating performance within a band of tolerance. 

Own and conduct regular backtesting and maintenance of decision support tools to verify full functionality.  Highlight and drive corrective actions when issues arise including collaborating with Engineering & Data Solutions on problem resolution. 

 

What You’ll Need

At least 3+ years of post-undergraduate business experience in an analytical, financial or technical consultant role; experience with statistical or predictive modeling valued

Bachelor’s degree in Economics, Business, Mathematics, Statistics, Engineering, Supply Chain/Operations, or another quantitative discipline

Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available

Willingness to learn new Customer Service data sources and build analytical skills and WFM subject matter expertise

Ability to convert data findings to business insights without strict guidelines

Excel, Google BigQuery, or SQL experience, bonus points for R or other programming skills

Experience building dashboard (Tableau, Data Studio)

Comfort being able to communicate model output and data findings to team and partners and bridge data with business context

Exceptional business acumen and ability to work independently  

 

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.