Sr. Data Analyst – Workforce Forecasting & Analytics

Sr. Data Analyst – Workforce Forecasting & Analytics

Requirements

• 8+ years of forecasting workload for digital (non-voice) contact channels (e.g. email, chat, in-app, online forms, etc) or related industry experience
• Expertise in application of forecasting methodologies in digital contact channels (e.g. time-series, multiple regression, ML, etc.)
• Experience building digital contact channel forecasting models manually from scratch is required
• Ability to layer and integrate multiple forecasting methodologies based on evolving business need
• Advanced fluency in SQL for data extraction, transformation, and analysis of large and complex datasets + either Python or R for predictive modeling and automation
• Proficient in data visualization and dashboarding with experience using modern BI tools, such as Tableau, Apache Superset, Looker Studio, PowerBI
• Exceptional critical-thinking skills with ability to balance and adjust qualitative and quantitative approaches to varying tasks, concepts, and analysis
• Meticulous work quality and data integrity standards
• Situational task management skills with ability to change context and pivot quickly toward changing priorities based on evolving business need
• Ability to adapt and maintain professionalism and composure within a fast-paced, high-pressure environment
• Self-starter with demonstrated experience independently leading, driving, and executing large-scale projects and complex deliverables
• Ability to navigate, extract, manipulate, interpret, and organize imperfect and/or limited data in a startup environment where team, tools, and processes are not fully established
• A service and solution-oriented mindset able to build credible and trustworthy relationships with cross-functional teams and stakeholders in a predominately remote-work environment
• Proficiency in Slack functionality with ability to manage intraday requests and communications from a large number of slack channels
• Bachelors degree in a relevant field, or equivalent experience

Responsibilities

• Support the creation and implementation of dynamic and robust workload forecasting models to project digital (non-voice) contact volume and handle time using descriptive, diagnostic, predictive, and prescriptive analytics
• Forecast digital contact workload at the daily, weekly, monthly and quarterly level
• Create long-term (1-3 year) workload forecasts for digital contact channels to support and facilitate the annual budget process
• Transform raw, unstructured data into organized and meaningful insights
• Own end-to-end forecasting processes and methodologies, including re-forecast cadence, forecast variance diagnostics and reporting, stakeholder communications, collecting and integrating inputs from cross-functional teams, anomaly detection and logging, etc.
• Perform deep correlation analysis on a substantially wide variety of data sources and workload-influencing variables, such as trends in user reports, changes in automated detection models and thresholds, prevalence and impression metrics, geopolitical events, policy enforcement changes, seasonality, etc.
• Customize forecasting methodologies based on the unique needs of different operational functions, such as content moderation, partner and advertiser integrity, quality monitoring, legal and compliance workflows, and internal / external escalations
• Perform historical, same-day, and forward-looking RCA to identify drivers of forecast variance and shifts in workload trends; present findings and solution-oriented recommendations to stakeholders
• Lead weekly meetings to collect forecast inputs from cross-functional teams, as well as share out forecasting outputs
• Measure and report forecast accuracy
• Build and refine WFM dashboards to communicate Workforce metrics and insights (forecast variance, accuracy, staff delivery, occupancy, etc) to stakeholders, and enable WFM team RCA
• Perform sensitivity analysis to support scenario testing
• Support internal and external audits
• Drive organizational understanding of forecasting value by presenting forecasting processes and best practices to stakeholders in an easy-to-understand format
• Continuously calibrate and refine forecasting tools and strategies based on team feedback and evolution of Trust & Safety roadmap and OKRs
• Perform ad-hoc analysis as needed
• Mentor and support other members of the WFM team
• Other duties as assigned to support WFM program growth and development

Preferred Qualifications

No preferred qualifications provided.