Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
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.
What you'll do- 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
- 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
- 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
- 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
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + equity + benefits.
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 base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. For other locations not listed, compensation can be discussed with your recruiter during the interview process.
Base Pay Range:
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If our mission energizes you and you’re ready to build the future of finance, we look forward to seeing your application.
Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.
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What We Do
Robinhood Markets, Inc. (NASDAQ: HOOD) transformed financial services by introducing commission-free stock trading and democratizing access to the markets for millions of investors. Today, Robinhood, through its subsidiaries, lets you trade stocks, options, futures (which includes event contracts), and crypto, invest for retirement, earn with Robinhood Gold, and access an expert-managed portfolio with Robinhood Strategies. Headquartered in Menlo Park, California, Robinhood puts customers in the driver’s seat, delivering unprecedented value and products intentionally designed for a new generation of investors. Additional information about Robinhood can be found at www.robinhood.com.
Why Work With Us
At Robinhood, we are building an elite team, applying frontier technologies to the world’s biggest financial problems. Every role can make a real impact. We’re a team of builders, doers, and bold thinkers who thrive in a high-performance environment and take pride in raising the bar for ourselves and the millions of customers we serve.
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