Job Description

• Develop and maintain accurate capacity plans for multiple lines of business, across internal and Business Process Outsourcing (BPO) sites
• Create and maintain monthly, weekly, and interval volume forecasts for all channels across internal and BPO sites
• Conduct regular analysis of historical data and trends to identify patterns, anomalies, and factors affecting workforce capacity requirements
• Partner with cross-functional teams including, product, data, R&D, and operations to provide inputs for annual forecasts and updates based on staffing changes
• Perform advanced analysis to find areas for improvement, in order to optimize the business and meet our KPIs and goals
• Develop and implement new methodologies, tools, and models in order to optimize and maximize the potential of the business, including AI capabilities and data science models
• Facilitate monthly capacity plan reviews with business groups
• Partner with other workforce optimization functions (real-time management, scheduling, etc.) to assess the accuracy of forecasting

Qualifications

• You have 4+ years of experience in workforce forecasting, capacity planning or workforce management, preferably in a multi-channel environment

• You understand contact center operations, workforce management principles, key metrics, and operational challenges

• You’re an expert in analyzing complex data sets, identifying trends, and manipulating and modeling data to create actionable insights

• You have a strong proficiency in using workforce management software and tools (bonus points if you’ve used ccMath and Calabrio)

• You’re an excellent communicator who can present complex information in a clear and concise manner to stakeholders at all levels

• You can manage multiple tasks for multiple groups, working well in time-sensitive situations and showing flexibility as needed

• You demonstrate a high degree of personal accountability, passion, and execution

Additional Information

We are Wix’s Global Workforce Optimization team. We look to transform the daily experience of users by providing each one with the expert who will best help them succeed. Our goal is to optimize our workforce by creating synergies, standards and efficiencies while respecting local differences in Customer Care.

At this time we are seeking Florida-based candidates who can commute to our office in Miami. Our employees work in a hybrid model and are expected to be in the office at least 3 days per week.

In addition to a competitive compensation package and opportunities for professional growth, Wix offers comprehensive benefits to support the well-being and financial security of our employees. Our benefits include:

• Comprehensive health & life benefits including fully covered medical, dental and vision.
• Generous and flexible time off for personal recharge and special life moments
• Emotional and mental health support programs
• Allowances supporting nutrition, fitness and productivity
• 401K matching, with no vesting period
• Equity & ESPP
• We grant RSUs (restricted share units) to all of our employees. We believe that our employees directly impact our success and thus should benefit from our successes.
• All employees are also eligible for the ESPP (Employee Stock Purchase Plan) allowing employees a unique opportunity to benefit from Wix’s success by purchasing Wix shares at a discounted rate.