Senior Associate, Workforce Management Capacity Planning

Wayfair Professional’s Consumer (“B2C”) and Business to Business Sales (“B2B”) team is seeking a collaborative, analytical Senior Associate to help drive Contact Center Strategy and Operation within Workforce Management (WFM) Capacity Planning and Scheduling. The role will be a part of the B2C and B2B Sales Enablement/Workforce Management team that will help manage staffing and service levels of contact centers across North America and EU. While our site and app experience allow for seamless self-service, our higher-value customers benefit from sales support. Sales teams educate customers about Wayfair’s assortment and services, and help them complete their orders and projects.

We seek a motivated Capacity Planning Sr Associate who will partner with our business and stakeholders to support our contact center staffing. This role will drive execution around scheduling, and long-term planning to achieve consistent and exceptional service levels for consumer and business inbound/outbound contacts while optimizing resource utilization. This includes proactively partnering with real-time monitoring, scheduling and call center stakeholders/teams to monitor progress against service level goals, occupancy targets, and executing short and long-range staffing levers and scheduling initiatives. 

Responsibilities:

• Own all aspects of capacity planning in near and long term including but not limited to maintaining and improving predictive staffing model, tracking vacated schedules, new hire schedules and classes, weekly and event retrospectives, lead capacity planning calls with stakeholders, execution of pre-planned capacity levers and assist with tier 0 event planning, recommendations and shift bidding.
• Collaborate with real-time monitoring and scheduling to ensure excellent schedule efficiency and a world class customer experience ensuring all service level targets are met and occupancy is within target.
• Become a Subject Matter Expert (SME) for Verint, labor laws, and workforce policies across Wayfair geos.
• Be comfortable with complexity and independent decision making in a constantly changing environment as the Contact Center strategy continues to evolve.
• Have a strong pulse on historical data and current trends for call volumes, handle times, and staffing requirements. Partner closely with colleagues in headcount planning.
• Constantly adapt strategies and processes in response to a dynamic and evolving contact center environment. 
• Generate regular updates and retro on SLA/occupancy performance, providing insights and recommendations for process improvements to Capacity planning, Real Time Monitoring, Scheduling and WFM management. With Ad Hoc analysis as needed.
• Stay up-to-date with industry trends and best practices in workforce management, applying relevant insights to enhance our operations

Requirements:

• Bachelor’s degree in Business, Mathematics, Engineering, Economics, Actuarial Science or Finance.
• 3+ years of experience in workforce management, sales enablement, project / program management, strategy & operations, consulting, or similar roles supporting Sales, Customer Service, or Marketing teams. 
• Experience with scheduling, capacity planning or real-time monitoring of multi-geo omni channel contact centers.
• Experience with WFM software solutions like Verint, Alavaria, and Nice. Preference to candidates with Verint experience. 
• High level proficiency in Excel/Sheets with proven technical ability (pivot tables, sumifs, index match etc) to clean/cut and analyze data. 
• Outstanding verbal and written communication skills with ability to understand and empathize with diverse stakeholders across functions, and tailor messaging / communication appropriately to ensure resonance.
• Strong problem solving skills and the ability to break down complex, ambiguous problems into logical objectives while staying self motivated under tight deadlines in a fast paced environment.
• A passion for working collaboratively across functions to identify and drive improvements with a strong intellectual curiosity and eagerness to learn and improve.
• Data Interpretation: Ability to organize data and synthesize insights from data analysis, understanding trends that affect performance in the short-term and identifying long-term opportunities for improvement.