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.
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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 Accomodations for Applicants form.
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