Overview
Senior Associate, Scheduling Jobs in Boston – Massachusetts – USA at Wayfair
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 ourleadershippartners. 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.
What You’ll Do
Ensures schedules are generated on a regular basis to maximize efficiency of resources
Provides and maintains intra-day performance reports and manages schedule exceptions
Ensures data integrity within WFM system Captures, stores, and reports on historical statistics
Provides and creates new hire and department shift bids
Delivers on scheduling requirements
Services internal customers through ticket resolution
Implements strategic business planning and ensure agents are skilled correctly to receive the correct calls
What You’ll Need
Strongproblem-solving skillsand the ability to think analytically while working in afast-paced environment
Ability to work with reports and turn data into staffing plans with changing goals
Excellent communication and presentation skills – ability to turn data into a story
Focus on intra-day performance and ability to quickly pivot/adjust a plan to meet the demands of the business
Bachelor’s Degree or equivalent Workforce Management experience
Proficient in Google Suite and Microsoft Office (Excel, Power Point)
Experience with Workforce Management Software (such as Verint, Aspect, Teleopti, etc.).
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 let us know by completing our Accomodations for Applicants form .
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About Wayfair Inc.
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Title: Senior Associate, Scheduling
Company: Wayfair
Location: Boston – Massachusetts – USA
Category: Administrative/Clerical, Management
