Job Post

Business Analyst, Forecasting & Analytics

Wayfair
4 Copley Place - Floor 7
Boston, MA 02116

Location: Boston

Business Analyst, Forecasting & Analytics

Wayfair is seeking a motivated, analytical individual to join the Workforce Management, Forecasting & Analytics team. The right candidate must possess acute business acumen and be relentlessly curious about all facets of Wayfairs Sales & Service model and how the various aspects of workforce planning fit together. Coupling quantitative and data visualization skills with a strong ability to communicate and a desire to continually improve process, the Business Analyst impacts decisions by effectively identifying efficiency gaps and providing Sales & Service management with timely reporting and analysis.

The WorkforceManagement (WFM) team sits at the epicenter of Wayfairs rapidly expanding Sales & Service organization, and is a critical cog in ensuring a successful customer experience. From effective headcount planning, to efficient schedule management, to real-time performance monitoring, WFM utilizes a combination of art and data science to mobilize customer-facing agents across over 8 locations in North America & Europe. As Wayfair continues to expand, the Sales & Service team is constantly evolving by focusing on offering differentiated support with fast resolution. The WFM Forecasting & Analytics team supports this ambitious goal by creating models to build the headcount ramp and hiring plan, measuring retention and engagement levels throughout the organization, and compiling detailed and accurate contact interval forecasts. Since the environment and landscape within Sales & Service constantly changes, the Business Analyst must be quick to react, thrive on challenging the status quo, and utilize a self-directed approach by adding constant enhancements to their output.

Example Responsibilities:

  • Build resource planning models for the various segments of Sales & Service by understanding key workload drivers and operational metrics
  • Create and maintain headcount models for Sales & Service organization
  • Compile detailed accurate financial forecasts for Sales & Service serving as primary stakeholder for key variables impacting expense performance
  • Lead, aggregate, analyze and report on operational and financial performance
  • Analyze and measure retention statistics of agents and employees across multiple parameters
  • Support drive to improve customer contact forecasting accuracy by employing new techniques and statistical tools
  • Consult with Sales & Service business leaders / partners to develop analyses that probe into potential areasof improvement / emphasis across the business
  • Design andbuildreports, dashboards, and analyses in Excel, Tableau, PowerPoint that synthesize complex data into digestible components
  • Consult with internal business partners to expand and improve baseline of management reports across multiple geographies, incorporating nuances / differences that exist across markets

Qualifications:

  • BA/BS required with strong academic record
  • 3-5 years of experience in a quantitative role
  • Experience with Excel (pivot tables etc. ), SQL knowledge a plus
  • Strong written and verbal communication
  • Positive,people-oriented, and energetic attitude
  • Analytical,creative,and innovative approach to solving problems
Category: Customer Success
Full-time

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