The Team:
The Workforce Management team is responsible for staffing, scheduling and monitoring of Wayfair’s 3,500+ person Service organization enabling efficient response and resolution to consumer inquiries. In cooperation with our Forecasting partners, we own alignment and resource planning of our fleet of Service Consultants across all channels of communication (i.e., phone, email, chat) to ensure performance targets are met, both from a customer and agent perspective. The team is at the heartbeat in terms of monitoring readiness to resolve customer issues, collaborating effectively with Service Leaders, Talent, Training and Engineering to drive seamless execution.
The Senior Analyst, Resource Analytics on the Workforce Management team will be responsible for next-level examination and investigation of agent productivity and customer response metrics to pinpoint areas of opportunity. This role will get a deep understanding of the interplay of all the internal and external factors that consume an agent’s time; coupling that knowledge with astute quantitative aptitude the individual will produce insights that enable the team to not only optimally plan resources but effectively react to daily events. Expectation will be that the individual will employ a technical consultant approach to scoping issues and work with large datasets to drive solutions - either via new tool / model creation or articulate presentation of data / findings. Once fully onboarded, the individual will be the subject matter expert (SME) on agent utilization and occupancy throughout the Service organization.
What you will do:
- Provide end-to-end analysis centered on resource allocation optimization inclusive of identification and scope of issue(s) and gather / assembly of data to showcase pervasiveness / scale of problem (depth / breadth)
- Build and backtest models / support tools to assist staffing administrators in mobilization / shifting of resources; collaborate with technology partners on implementation of tools into planning software system or interactive dashboards
- Drive implementation of solutions / support tools by working closely with Scheduling and Real Time teams on full comprehension of capabilities and utility
- Conduct in-depth / granular level inspection of daily and interval level KPIs to pinpoint gaps / addressable areas
- Show correlation of service and / or agent performance across suite of KPIs to assist Service leaders in establishing performance goals / targets
- Effectively display / present past performance and current assessment against established targets with goal of identifying risk / opportunities from a forward-looking staffing standpoint
- Engage with business leaders to identify opportunities for improvement; synthesize macro, micro ambiguous issues that are surfaced and design analysis framework to flush out root cause / pervasiveness
- Collaborate and work closely with Data Solutions team to ensure access to all relevant, accurate data by effectively surfacing and pressing for additional views when more granular or different slices of data are needed to aid fact-finding / analysis
Who you are:
- Bachelor’s degree, preferably in a quantitative field (Statistics, Mathematics, Economics, Finance)
- At least 3+ years of post-undergraduate business experience in a technical consultant or analytical role
- Advanced quantitative aptitude with an understanding of statistics and regression analyses
- Experience in crafting presentations, data visualizations (graphs, tables, infographics) for leadership consumption and comprehension
- Exceptional business acumen and communication skills, both written and verbal
- Ability to multi-task and work independently on projects / analyses
- Passionate about solving complex business problems with an analytical, creative, and innovative approach
- Masters Degree preferred but not required
- Microsoft Excel or Google Sheets super-user; proficiency with Powerpoint/Google slides
- Advanced SQL skills
- Knowledge of R, Python and visualization tools (Tableau, Power BI, Data Studio, Looker etc.)
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.