About the team + role

We are looking for an exceptional Workforce Management (WFM) Forecasting and Capacity Planning Analyst. Someone who is passionate about their work, understands how to manage stakeholders across a network of contact centers, and has the ability to contribute new innovations within the Robinhood Workforce Optimization & Analytics Team.

In this role, you will work across multiple workforce management fields including interval level forecasting, scheduling, proficient level reporting, and optimizing workforce in contact center environments. You will support and own proactive tactical workforce management responses to address service level challenges. You will also face a wide range of problem-solving situations mainly focused on Robinhood’s specialty teams starting with short-term forecasting, allocations, and reporting.

What you’ll do

Forecasting and Analysis

• Develop Forecasting Models: Build and maintain accurate forecasting models using statistical and predictive modeling techniques to predict customer demand, call volumes, and workload.
• Data Analysis: Analyze historical data to identify trends, patterns, and insights. Perform what-if analyses to anticipate potential future scenarios and outcomes.
• Performance Metrics: Establish and monitor key performance indicators related to workforce productivity, service levels, and resource utilization.

Capacity Planning

• Resource Allocation: Create detailed capacity plans that align workforce management with expected demand across various time frames (short-term, medium-term, and long-term).
• Scenario Planning: Conduct scenario planning to prepare for various operational circumstances, including peak periods, promotional campaigns, and unexpected disruptions.
• Continuous Improvement: Regularly review and adjust capacity plans based on actual performance and changing business needs.

Collaboration and Communication

• Stakeholder Engagement: Work closely with operations management, HR, and other departments to align forecasting and capacity planning with overall business objectives.
• Reporting: Prepare and present detailed reports and presentations to senior management, outlining forecast results, capacity plans, and actionable insights.
• Cross-Functional Teams: Lead and participate in cross-functional teams to implement capacity planning initiatives and resolve any issues related to staffing and resource allocation.

Strategy and Policy Development

• Strategic Initiatives: Assist in the development and implementation of projects aimed at improving operational efficiency and customer satisfaction.
• Policy Formulation: Help formulate policies related to workforce management and resource allocation that support the organization’s strategic goals.

Technology and Tools

• Technological Proficiency: Use advanced software and tools for data analysis, forecasting, and simulation (e.g., Excel, R, Python, ChatGPT, workforce management software).
• System Improvements: Recommend and help implement improvements to data collection and analysis systems to enhance forecasting accuracy and operational efficiency.

What you bring:

• Bachelor’s degree or equivalent experience in business, analytics, statistics, or related field
• 5+ years’ proven experience in workforce management/contact center forecasting
• 3+ years experience in data analytics and project management
• 3+ year experience using a WFM software (Assembled, Aspect, Calabrio, or Nice )
• Ability to articulately present analytics insights to leadership
• Motivated to work hard in a fast-paced, constantly evolving environment
• Experience using AI to increase impact
• Experience across typical workforce management subject areas: interval level forecast, scheduling, proficient level reporting skills, and experience optimizing workforce in contact center environments

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on September 19, 2024.

Please see the independent bias audit report covering our use of Covey here.