Sr Data Analyst - Workforce Forecasting Analytics
Sr Data Analyst - Workforce Forecasting Analytics
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1 Vacancy
Job Description
Were looking for a highly experienced Senior Data Analyst with a strong background in forecasting and workforce analytics to join our new Workforce Management team within the Trust & Safety organization. This is an individual contributor role thatll focus on designing developing and implementing our digital (nonvoice) workload forecasting models processes and metrics from the ground up. These forecasts will inform capacity planning strategies for our frontline content moderation and policy enforcement staff. The role will also focus on the development of workforce metrics reporting and dashboards. The Senior Data Analyst role is a highly collaborative one requiring the ability to build strong and productive relationships across a diverse set of crossfunctional teams (Operations Product Engineering Vendor Management Quality Training Policy Strategy & Operations other data teams etc.. This position will play a direct role in helping to safeguard our users and platform. If you enjoy forecasting building from scratch highvisibility work owning endtoend processes and driving datainformed strategies this is a great opportunity to make a lasting impact.
What youll do:
- Create and implement dynamic and robust workload forecasting models to project digital (nonvoice) 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 longterm 13 year) workload forecasts for digital contact channels to support and facilitate the annual budget process
- Transform raw unstructured data into organized and meaningful insights
- Establish and own endtoend forecasting processes and methodologies including reforecast cadence forecast variance diagnostics and reporting stakeholder communications collecting and integrating inputs from crossfunctional teams anomaly detection and logging etc.
- Perform deep correlation analysis on a substantially wide variety of data sources and workloadinfluencing 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 sameday and forwardlooking RCA to identify drivers of forecast variance and shifts in workload trends; present findings and solutionoriented recommendations to stakeholders
- Lead weekly meetings to collect forecast inputs from crossfunctional 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 easytounderstand format
- Continuously calibrate and refine forecasting tools and strategies based on team feedback and evolution of Trust & Safety roadmap and OKRs
- Perform adhoc analysis as needed
- Mentor and support other members of the WFM team
- Other duties as assigned to support WFM program growth and development
What were looking for:
- 8 years of forecasting workload for digital (nonvoice) contact channels (e.g. email chat inapp online forms etc) or related industry experience
- Expertise in application of forecasting methodologies in digital contact channels (e.g. timeseries 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 criticalthinking 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 fastpaced highpressure environment
- Selfstarter with demonstrated experience independently leading driving and executing largescale 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 solutionoriented mindset able to build credible and trustworthy relationships with crossfunctional teams and stakeholders in a predominately remotework 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
Relocation Statement:
- This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
InOffice Requirement Statement:
- We let the type of work you do guide the collaboration style. That means were not always working in an office but we continue to gather for key moments of collaboration and connection.
- This role will need to be in the office for inperson collaboration 12 times every 6months and therefore can be situated anywhere in the country.
#LIREMOTE
#LIPW1
Required Experience:
Senior IC
Employment Type
Full Time
