Capacity Planning & Forecasting Analyst

About the role

We are looking for an exceptional Lead Workforce Management (WFM) Capacity Planning/Forecast Analyst‚ someone who is passionate about their work, understands how to manage customer contacts 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.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

Your day-to-day will involve:

• Developing long and short-term volume forecasts by site and skills to achieve service level commitments
• Leading weekly forecast review meetings with business partners to communicate volume requirements for next week and provide directions to optimize resources
• Partnering directly with stakeholders to determine estimated staffing requirements for new product launches and campaigns
• Conducting deep dive analysis to understand evolving impacts to workload and generating new insights into staffing requirements
• Providing analysis on historical metrics and performance
• Creating ad-hoc reports to help drawing impactful insights
• Coaching and mentoring team members on forecasting and capacity planning standard methodologies

About you:

• Bachelor's degree in business, analytics, statistics, or related field
• 3+ years' proven experience in workforce management/contact center forecasting
• demonstrated ability in data analytics and project management
• proven experience using a WFM software (Aspect, Calabrio, or Nice)
• Ability to articulately present analytics insights to leadership
• Motivated to work hard in a fast-paced, constantly evolving environment

Bonus points:

• Master's Degree in a business or quantitative field (engineering, economics, mathematics, business administration)
• Advanced skills using data analytics tools (Googlesheet, Excel, Python or R)
• Ability to translate data into substantial analysis and business insight
• Proficient in SQL and Looker
• 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.