Job Information
Wayfair Senior Associate, Scheduling in Boston, Massachusetts
<p></p>
<p>The Wayfair Workforce Management team is responsible for staffing, scheduling and monitoring Wayfair’s Customer Service departments performance and reporting on any deviations to plan that may impact the customer experience. Our ongoing goal is to craft the most efficient operation possible, while meeting the needs of Wayfair, our staff and our leadership partners. The Senior Associate, Scheduling is responsible for collecting forecasted inputs and designing a staffing layout strategy to achieve performance objectives set by the business. In addition to staffing tasks, Scheduling is responsible for off queue intake and shrinkage monitoring to assist with cost allocation.</p>
<p><strong>What You'll Do</strong></p>
<ul>
<li>Ensures schedules are generated on a regular basis to maximize efficiency of resources</li>
<li>Provides and maintains intra-day performance reports and manages schedule exceptions</li>
<li>Ensures data integrity within WFM system Captures, stores, and reports on historical statistics</li>
<li>Provides and creates new hire and department shift bids</li>
<li>Delivers on scheduling requirements</li>
<li>Services internal customers through ticket resolution</li>
<li>Implements strategic business planning and ensure agents are skilled correctly to receive the correct calls</li>
</ul>
<p><strong>What You'll Need</strong></p>
<ul>
<li>Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment</li>
<li>Ability to work with reports and turn data into staffing plans with changing goals</li>
<li>Excellent communication and presentation skills - ability to turn data into a story</li>
<li>Focus on intra-day performance and ability to quickly pivot/adjust a plan to meet the demands of the business</li>
<li>Bachelor’s Degree or equivalent Workforce Management experience</li>
<li>Proficient in Google Suite and Microsoft Office (Excel, Power Point)</li>
<li>Experience with Workforce Management Software (such as Verint, Aspect, Teleopti, etc.).</li>
</ul>
<p></p>
<p></p><div class="content-conclusion"><p><strong>Assistance for Individuals with Disabilities</strong></p>
<p>Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our <a href="https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU" target="_blank">Accomodations for Applicants form</a>.</p>
<p><strong>Need Assistance?</strong></p>
<div id="1679926604.128979" class="c-virtuallistitem c-virtuallistitem--initial-activeitem" data-qa="virtual-list-item" data-item-key="1679926604.128979">
<div class="c-messagekitbackground c-messagekitbackground--hovered p-messagepanemessagemessage c-messagekitmessage" data-qa="messagecontainer" data-qa-unprocessed="false" data-qa-placeholder="false">
<div class="c-messagekithover c-messagekithover--hovered" data-qa-hover="true">
<div class="c-messagekitactions c-messagekitactions--default">
<div class="c-messagekit_gutter">
<div class="c-messagekitgutterright" data-qa="messagecontent">
<div class="c-messagekitblocks c-messagekitblocks--rich_text">
<div class="c-messagemessageblocks c-messagemessageblocks--rich_text" data-qa="message-text">
<div class="p-blockkitrenderer" data-qa="block-kit-renderer">
<div class="p-blockkitrendererblockwrapper p-blockkitrendererblockwrapper--first">
<div class="p-richtextblock">
<div class="p-richtextsection">For more information about applying for a career at Wayfair, visit our <a href="https://www.aboutwayfair.com/careers/careers-faq" target="_blank">FAQ page here</a>. </div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
<p><strong>About Wayfair Inc.</strong><br>Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.</p></div>