Responsibilities
Team Intro
Our Delivery Services team provides critical support to our Delivery Operations teams. It includes two core functions: workforce and capacity planning and vendor management, with the goal of improving operational efficiency and compliance.
The Forecasting Specialist will be responsible for developing and implementing forecasting methodologies to ensure optimal workforce management and financial planning. This role requires a deep understanding of data analysis, statistical modeling, and financial principles to provide insights that drive operational efficiency and business growth.
The Delivery Services team may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.
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Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
1. Workforce Management:
- Analyze workforce data to forecast staffing needs based on historical trends, seasonal fluctuations, and business growth.
- Collaborate with operations teams to develop staffing plans that align with business objectives.
- Monitor and assess workforce performance metrics to identify areas for improvement and adjust forecasts accordingly.
2. Workforce & Financial Forecasting:
- Develop and maintain financial models to project revenue, expenses, and budgeting.
- Conduct variance analysis to compare actual financial performance against forecasts and provide insights to management.
- Prepare and present workforce and financial reports and forecasts to stakeholders, highlighting key trends, risks, and opportunities.
3. Capacity Planning:
- Analyze current and future operational needs to develop comprehensive capacity plans that support user support operations and content moderation.
- Collaborate with cross-functional teams to identify trends, potential risks, and opportunities for process improvements.
4. Data Analysis:
- Utilize advanced analytical tools and software to gather, analyze, and interpret data from various sources.
- Create and maintain reports and visualizations to communicate forecasting results effectively.
5. Collaboration:
- Work closely with cross-functional teams, including finance, operations, and HR, to ensure alignment in forecasting efforts.
- Participate in strategic planning sessions to provide data-driven insights that inform business decisions.
- Collaboration with internal and external (BPO) operational delivery teams on capacity planning, invoicing and forecasting needs.
- Collaborate with the change management team on upcoming product launches for departments supported to ensure workforce needs are accurately reflected in forecasts.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Finance, Business Administration, Statistics, or a related field; Master's degree preferred.
- Over 4 years of proven experience in workforce management and financial forecasting, preferably in Trust and Safety Content Moderation, User Operations or Call Centre Operations.
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, forecasting software).
- Excellent communication and presentation skills, with the ability to convey complex information clearly.
- Detail-oriented with strong organizational and time management skills.
Preferred Qualifications:
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.