Workforce management (WFM) is a set of processes used to optimize the productivity of call center agents. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to deliver on service level agreement and servicing goals. WFM reports on network stability and studies the results and effectiveness of staffing plans, constantly adjusts for unforeseen change in volume and performance.
You’ll thrive if you:
- Adapt to an ever changing environment quickly and efficiently
- Work effectively with peers and manager
- Contribute positively to team dynamic
- Like to work with numbers and reporting
What You'll Do:
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Segment entry for all lines of business, including time-off requests from operations, processing tickets, and coding events from the attendance line
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Intraday real-time monitoring of service levels for all queues at all sites
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Real time monitoring of agent's performance from all teams at all sites
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Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
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Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
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Have a real time communication with the WFM team and operations when call outs or changes need to be done
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Update and send reports related to the performance of each site including but not limited to shrinkage occupancy and NPT usage
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Review and process VTO/NPT/OT requests in real-time
- Process WFM related ticket requests
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Provide assistance to the WFM team as needed
What You'll Need:
- Strong academic record and pursuing an undergraduate degree in a quantitative discipline (e.g., Math, Engineering, Computer Science, Physical Sciences)
- Desire to work on a collaborative team that likes creatively solution the options available to mitigate failing key performance indicators
- Excellent ability to juggle competing priorities and manage time in a busy environment
- High level of confidence with using technology and software; Google Suite, Microsoft Office, Aspect, Workday, other
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.