The Workforce Optimization team is a centralized team responsible for supporting our field sales org through overseeing capacity planning, scheduling, and managing ad-hoc workforce management processes. As the Manager of this team, you will be responsible for reporting, data analytics, and process optimization for a globally distributed workforce. This is a highly visible and collaborative role in a fast paced, ambiguous environment where you’ll have the opportunity to make an immediate impact on this expanding space.
What You’ll Do
- Build a high performing team which includes hiring, mentoring and developing the Workforce Optimization Associates. Ensure they are supported and are successful in properly configuring Verint, performing ad hoc analysis, creating capacity plans, project planning, and scoping/executing workload
- Develop and maintain a scalable organization with a well-documented roadmap, goals and objectives.
- Capacity planning and workforce/schedule optimization for multiple lines of business, in multiple geographies.
- Create, maintain, optimize and audit; schedules, segments and exceptions in Verint WFM
- Act as a capacity and WFM liaison between managers, senior management, and analysts
- Act as configuration subject matter expert and software administrator for Verint WFM.
- Provide analysis on the performance of previous weeks and months
- Report on capacity and network performance, offering recommendations
- Act as a WFM consultant and subject matter expert to management and senior management
- Lead and participate in special projects to find and drive efficiencies in the network. Then present findings in a solution first, data driven manner.
- Performs other job-related duties as assigned by the Company and/or your director or manager
What You’ll Need
- 2 years of supervisor/manager experience in WFM - or - 1 years of supervisor/manager experience in WFM environment or related field and a Bachelor’s degree in Statistics, Business Analytics, Business Administration, Computer Science, or related field.
- Excellent ability to juggle competing priorities and manage time in a busy environment
- Problem solver with a proven track record of driving results
- Outstanding oral and written communication skills with an interest in data visualization
- Have a high level of aptitude with excel, and G suite with some experience with SQL and reporting
- High level of aptitude in Verint WFM software, scheduling, forecasting, and planning.
- Experience with Microsoft Report Builder preferred
- Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
The salary range for this position is $99,000 - $121,000, however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Assistance for Individuals with Disabilities
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 contact [email protected]
Need Technical Assistance?
If you are having any technical difficulty submitting your application, please reach out to our careers team at [email protected]
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: https://www.wayfair.com/careers/privacy). If you have any questions regarding our processing of your personal data, please contact us at [email protected] If you would rather not have us retain your data please contact us anytime at [email protected]
