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Workforce Planning Analyst
WORKFORCE PLANNING ANALYST At Wayfair, we are looking to grow our Workforce Planning Team by onboarding a talented Intraday Specialist to help manage resources in response to contact volume demands. The right candidate will have strong Excel skills, flexible availability, and be able to communicate effectively. The ideal candidate will have previous experience with Workforce Planning in a contact center environment. Shift: 10:00am – 7:00pm (MST) & Rotating Weekend Coverage Position Summary: Provide pro-active resource management across contact center business units allocating resources as needed to meet service level objectives Manage chat room and ticket traffic. Respond to inbound requests, communicate changes, and provide periodic KPI updates Respond to real-time deviations from forecasted volumes, handle time, and staffing Monitor statistical data regarding real-time actual and forecasted call and processing volumes, average handle time and staffing to ensure service standards are met Provide business groups with necessary and pertinent data required to make decisions on reaching their department goals and objectives Provide value-add reporting and analysis to business groups Work closely with Scheduling and Forecasting Analysts providing real-time trending information Essential Skills/Requirements: Strong Excel skills required Previous experience with workforce management software and ACD platform (IEX, Blue Pumpkin, eWFM, TCS) preferred Strong written and verbal communication skills, including data presentation Highly organized with a focus on attention to detail Strong analytical and troubleshooting/problem solving skills Solid interpersonal skills and the ability to communicate diplomatically with different levels of employees Ability to make decisions and work independently Bachelor’s degree preferred About Wayfair: Wayfair is the largest online-only retailer of home furnishings and house wares in the United States. We’re looking for the brightest, sharpest, most creative minds in every field to help. Are you one? If you like transparency, friendliness, a relaxed but results-driven work environment filled with like-minded top-tier talent, Wayfair would like to hear from you. We own and operate Wayfair, AllModern, and Joss & Main. We are on target for over $600 million in revenue and currently employ over 1,000 employees in offices located in Boston, Utah, Kentucky, the U.K, Germany, Ireland and Australia. Wayfair was founded in 2002 and is privately held and profitable. We offer competitive salaries, comprehensive benefits, pre-IPO equity, a long-term and sustainable, next-generation, e-commerce business model as well as surprising and generous perks designed to attract and retain the brightest people who are incredibly excited about what they do. Wayfair is an Equal Employment Opportunity (EEO) employer. Come join us at Wayfair does not accept unsolicited candidate referrals or resumes / CVs from third-party vendors, including recruitment agencies. Wayfair will not be responsible or liable for any fees or costs associated with such unsolicited submissions. Visit our Site: Find us on Facebook: Follow us on Twitter: Check out our YouTube Channel:
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