Senior Business Analyst, Global Forecasting

Wayfair • Boston, MA

4d • Hybrid

About The Position

Senior Business Analyst, Global Forecasting At this time, Wayfair does not provide visa sponsorship for employment authorization for this position. Must be on-site in Boston, MA (Monday-Thursday) The Contact Forecasting team at Wayfair is central to our global service transformation. We build sophisticated machine learning models to predict customer demand across calls, chats, SMS, and email. Our forecasts ensure the right agents are available at the right time, directly impacting service levels, staffing efficiency, and the overall customer experience. As a Senior Analyst, you will analyze global demand and customer behavior to determine staffing needs. You will partner with operations and leadership to translate data into actionable recommendations, maintaining the dashboards and models that drive our operational readiness.

Requirements

• Bachelor's degree in a quantitative field
• 2+ years of professional experience
• Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)
• Team-first attitude with enthusiasm for cross-functional collaboration
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously
• An entrepreneurial spirit and mindset; you must be adaptable and comfortable with chang

Responsibilities

• Collaborate with Workforce Management, Product, and Data Engineering to align on forecast assumptions and account for upcoming business or product changes.
• Build dashboards and prototypes that translate complex datasets (volumes, supply chain performance, and promotional signals) into actionable insights.
• Conduct ad hoc investigations into forecast variances, demand drivers, and model performance to explain "the why" behind volume spikes or drops.
• Present data-backed recommendations to large audiences, highlighting capacity risks and providing solutions to mitigate service impacts.
• Automate manual forecasting workflows and develop sustainable performance management practices to improve efficiency and accuracy.
• Operationalize KPIs for contact volume accuracy, model bias, and workforce planning outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees