Job Post

Workforce Scheduling Specialist

4 Copley Place - Floor 7
Boston, MA 02116

Workforce Administrator - Scheduling

Wayfair is looking for an experienced leader to manage our expanding scheduling footprint nationwide. Part of Wayfairs Workforce Planning department, the Workforce Manager role has several core responsibilities in supporting Wayfairs Customer Service and Business to Business (B2B) organizations:

  • Provide real-time monitoring via available tools
  • Perform continual analysis of current performance and adjust staffing plans to achieve goals set by the business
  • Maintain constant communication with Operations teams as needed based on staffing and forecast adjustments
  • Generate and evaluate staffing schedules
  • Identify staffing gaps and opportunity areas for Operations teams

The Workforce Administrator will:

  • Grow & develop scheduling approach and process
  • Drive scale strategy for a workforce increasing 30-40% annually
  • Coordinate with business partners to review schedule satisfaction
  • Develop and refine internal reports to summarize schedule efficiency based on provided forecast
  • Define, collect, and track operational metrics to manage and improve planning performance
  • Collaborate with internal teams to identify opportunity areas for process improvement and help implement them throughout the organization
  • Provide ad-hoc reporting and analysis and communicate the results to leadership in a clear and comprehensive manor

AboutWorkforcePlanning at Wayfair this team is responsible for staffing, scheduling and monitoringWayfairs Customer Service and B2Bdepartments through a combination of art and data science. Our ongoing goal is tocraftthe most efficient operation possible, while meeting the needs of Wayfair, our staff and our leadership partners.

- BA/BS, with strong academic record- Plus if degree is in economics, math, computer science, business, or another analytical field
- 1+ years of workforce planning, customer service or business experience
- Robust knowledge of MS Excel, SQL experience is a plus
- Ability to think strategically and tactically within a dynamic, fast-paced organization
- Highly analytical, creative, and innovative approach to solving problems
- Extremely organized, meticulous and detailed oriented
- Ability to work effectively with people in a cross-functional environment
- Ability to lead discussions, presentations and influence effectively
- Positive, people-oriented and enthusiastic attitude

Travel required as needed (<5%).

Category: Customer Success

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