Workforce Management Analyst

About the role

As a , you will play a crucial role in managing the workforce lifecycle, focusing on forecasting, scheduling, and real-time monitoring. Your primary responsibility will be to ensure that staffing levels are optimized to meet the varying demands of our services while maintaining cost efficiency and meeting service level targets. Collaborating closely with the Workforce Management Lead, you will help implement the strategic vision for workforce management within the organization.

Key facts

What you'll do

• Develop both long-term and short-term forecasts for workload related to moderation and customer support streams, ensuring accurate predictions of staffing needs.
• Create and oversee intricate staffing models that guarantee optimal coverage across different global time zones and languages, adapting to the diverse needs of our user base.
• Monitor real-time performance of service queues and guide vendor partners on necessary adjustments throughout the day to fulfill service level agreements effectively.
• Analyze trends in shrinkage, occupancy, and attrition to provide actionable insights for hiring and training schedules, thereby enhancing operational efficiency.
• Conduct audits on vendor schedule adherence, delivering data-driven feedback to vendor leadership to address any staffing deficiencies.
• Collaborate with Finance and Operations teams to align staffing strategies with quarterly budget plans and growth forecasts, ensuring financial accountability.
• Utilize advanced Excel or Google Sheets skills to model workforce management processes, translating complex data into effective staffing strategies.
• Engage in continuous improvement initiatives, identifying opportunities to enhance workforce management practices and operational performance.
• Prepare and present reports on workforce metrics to stakeholders, ensuring transparency and informed decision-making.
• Stay updated on industry trends and best practices in workforce management to bring innovative solutions to the team.
• Foster strong relationships with internal and external stakeholders to ensure alignment and collaboration across departments.
• Participate in cross-functional projects that aim to enhance the overall efficiency and effectiveness of the organization's workforce management strategies.

Requirements

• A minimum of 5-7 years of experience in workforce management or operational planning, particularly in a high-volume contact center or BPO setting.
• Comprehensive knowledge of multi-site operations and omni-channel routing, along with an understanding of how intraday management affects operational costs.
• A Bachelor's degree in Mathematics, Statistics, Business Operations, or a related discipline is required.
• Proficiency in workforce management processes and advanced modeling capabilities using Excel or Google Sheets.
• Strong analytical skills with the ability to convert raw data into actionable staffing strategies that drive efficiency.
• Excellent communication skills, both verbal and written, to effectively convey insights and recommendations to various stakeholders.

Nice to have

• Experience with workforce management software or tools that enhance operational efficiency.
• Familiarity with data visualization tools to present workforce metrics effectively.
• Knowledge of customer support best practices and metrics that drive service excellence.

Skills & tools

• Advanced proficiency in Microsoft Excel and Google Sheets for data analysis and modeling.
• Familiarity with workforce management software and tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills for effective collaboration.

Practical notes

This position is based in an office environment, requiring onsite presence from Tuesday to Thursday, with optional attendance on Mondays and Fridays unless otherwise specified. Roblox is committed to providing equal employment opportunities to all individuals and prohibits any form of discrimination or harassment. The company also offers reasonable accommodations for candidates with qualifying disabilities or religious beliefs during the recruitment process.

For candidates interested in U.S.-based roles, please be aware that Roblox may not be able to employ individuals who require specific U.S. visa sponsorship for this role at this time.

Join us at Roblox and be part of a team that is dedicated to shaping the future of human interaction through innovative digital experiences. Your contributions will help us connect a billion people in a safe and civil manner, making a lasting impact on our global community.