Business Analyst, Workforce Planning

Wayfair is seeking a motivated business analyst with a passion for working with data to identify key insights and drive decision making for Customer Service stakeholders and leaders. The ideal candidate will possess solid business acumen and be comfortable working with large data sets. Strong communication skills, ability to work cross-functionally, project plan, and apply best practices to scalable solutions will be integral to success.

What You'll Do

  • Develop a comprehensive understanding of operational inputs and drivers and how they support the Customer Service organization’s service model
  • Aggregate data into actionable analysis and dashboards that support the needs of the business
  • Identify baseline key performance indicators for various operational planning metrics and sensitivities
  • Introduce improvements to existing methodologies aimed at analyzing and interpreting attrition, absenteeism, shrinkage, headcount planning and call handling
  • Leverage data visualization skills and tools to translate multifaceted analytics into dynamic and actionable reporting
  • Formulate recommendations/solutions and communicate key insights to internal stakeholders by using data to tell the story
  • Work with large data sets and deliver effective insights/recommendations that will drive workforce and operational efficiencies
  • Develop compelling and logically structured presentations to advise leadership on optimization of resources to drive decision making related to headcount planning, attrition and absenteeism
  • Support the Service organization by maintaining end-to-end ownership and delivery of monthly business performance reporting
  • Collaborate cross-functionally to develop reporting and analytics that will provide new streams of metric-based information and drive workforce efficiencies
  • Own and efficiently manage delivery ad-hoc reporting needs for business leaders
  • Stay up-to-date in industry trends, incorporate best practices and make recommendations to evolve and scale existing framework

What You'll Need

  • BA/BS degree with preference for background in business, math, economics, statistics or another analytical field
  • 1+ years of relevant business experience (e.g. analytics, consulting)
  • Advanced Excel skills
  • Ability to own and drive data-based projects while navigating ambiguities
  • Comfortable partnering with and advising business leaders
  • Strong analytical skills and passion for working with data
  • Excellent communications skills (written and verbal)

About Us

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, or genetic information.

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