Capacity Planning & Forecasting Analyst
| Company | Robinhood |
|---|---|
| Location | Westlake, TX, USA, Chicago, IL, USA, Lake Mary, FL, USA, Denver, CO, USA |
| Salary | $93000 – $140000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- 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
Responsibilities
- 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
Preferred Qualifications
- 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