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Senior Capacity Planning and Forecasting Analyst

robinhood · 23 days ago
Westlake, TX; Denver, CO; Lake Mary, FL
$145k+
Full-time
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Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

As we continue to build...

We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.

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’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process.

Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)
$145,000$170,000 USD
Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)
$128,000$150,000 USD
Zone 3 (Lake Mary, FL)
$113,000$133,000 USD

Click here to learn more about Robinhood’s Benefits.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please review the specific policy applicable to the country where you are applying.

Last updated on May 30, 2024

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